How to create email on behalf of requestor_ in order for them to recieve the message | Community
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How to create email on behalf of requestor_ in order for them to recieve the message

  • May 22, 2023
  • 1 reply
  • 0 views
Warrick

Hi,

When creating a ticket on behalf of the requestor:

Is there a way to create a ticket/email a customer where they receive the bulk of your message?

At the moment when you create a ticket on behalf of the requestor-and you type out a message and send. The customer only gets something like the below (and not the actual message?):
------------
Hi [customer_name],

Your request query(37958) has been received and is being reviewed by our support team...

 

--------------

Any help would be appreciated.

Thanks 

    1 reply

    Brett13
    • Brett13
    • Community Manager
    • May 22, 2023

    Hey Warrick, 

    This should be fairly simple to set up :). You'll just want to update your Notify requester of received request to include the ticket.description. More on our available placeholders here: Zendesk Support placeholders reference

    Keep in mind that this will show for both tickets created by an agent as well as end-user created tickets. 

    If you're unsure how to edit your triggers, check out this article: Managing triggers

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