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Integration with Discord
2024년 3월 12일에 게시됨
We are currently using the integration with Discord to create tickets. Is there a way to setup auto response that updates the ticket based on a subject line of a ticket that is created? We seem to only be able to setup auto response based on customer providing us an email address.
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Arianne Batiles
Hi Kylene Carpenter,
We can use business rules such as a trigger or automation to automatically send an email response to the ticket via an email notification. When you say, you are only able to set up using a customer's email address, did you set this up in Zendesk via a trigger?
If using a trigger, you may choose the subject text condition to specify either words or strings.
Then, add more conditions that may be necessary to your workflow (Ex. Ticket is created/updated - To fire the trigger upon ticket creation/update). Sharing with you our list of trigger conditions and actions here.
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Kylene Carpenter
Hello Arianne,
The issue we are facing, is that we do not require a customer to provide us their email address when they open a ticket from Discord. We are trying to see if there is away around this.
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Arianne Batiles
Hi Kylene Carpenter,
I'm afraid the only way under which we can respond to a ticket through a means other than the email address is if the inquiry has been initiated via alternative channels, such as the supported social messaging platforms, chat, or messaging. Otherwise, our trigger and automation are only capable of sending notifications to a user through email.
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