Integration with Discord

Hi @kylene11,

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. 

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.

Hi @kylene11, 

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.