How do I set up an auto-response to tickets? | Community
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How do I set up an auto-response to tickets?

  • September 16, 2018
  • 3 replies
  • 0 views
S

Hello smart Zendeskers!

I'm working through my Zendesk learning curve (on a Sunday no less).

What is the best way to automatically send a response to a ticket created by a web form? 

(#4,4A,4B in process below)

     1. Customer completes a contact us form (includes customer's name, email address, and problem)

     2. Zendesk receives form data through Zendesk API

     3. Zendesk creates ticket

     4. Zendesk sends auto-response to customer email address with two parts:

          4A.  "Thanks, we will respond within 2 business days"

          4B.  Here is a copy of your request (customer name, email address, problem)

Thanks for your guidance.  I'm sure this will get easier as i work through problems.  I look forward to becoming someone that can answer the questions!

    This topic has been closed for replies.

    3 replies

    J
    • Jack49
    • September 16, 2018

    Hey Chris, 

    This can be achieved with Triggers, it would look something along the lines of

     

    Conditions ALL

    Ticket is Created

    Channel is Webform

     

    Actions

    Email User (requester)

    Subject: Re: {{ticket.title}}. Your ticket is #{{ticket.id}}

    Body: Hi {{ticket.requester.first_name}},

    Thanks, we will respond within 2 business day. You can review the status of your request and add additional comments by following this link: https://{{ticket.url}}

    Your request summary is:

    {{ticket.comments_formatted}}

     

    S
    • Service12
    • Author
    • September 17, 2018

    Awesome, thank you!

     

    Nicole17
    • Nicole17
    • February 20, 2020

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