How do I edit the automatic response sent to someone who submits a ticket?

<h2 id="h_01HGTNVY6J6KSBWJPZ1B86MYWC">Question</h2><p>How can I update or change the auto-reply for tickets submitted by customers?</p><h2 id="h_01KXDB8WAEC3XQAB864CRGCJF2">Answer</h2><p><a href="https://support.zendesk.com/hc/en-us/articles/4408822236058-About-triggers-and-how-they-work" target="_blank" rel="noopener noreferrer">Triggers</a> send email notifications in response to tickets in the back-end. By default, your account includes a standard trigger called: <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-standard-Support-triggers#:~:text=the%20standard%20triggers-,notify%20requester%20and%20ccs%20of%20received%20request,-Notify%20requester%20of" target="_blank" rel="noopener noreferrer">Notify requester and CCs of received request</a>, which responds to each newly received ticket with this message:</p><pre class="language-auto">Your request ({{ticket.id}}) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email.</pre><p>To edit this auto-response message:</p><ol>
<li id="li_01" data-list-item-id="e464cc0194a662711c82c371ea39713c5">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, go to <strong>Objects and rules &gt; Business rules &gt; Triggers</strong>.</li>
<li id="li_02" data-list-item-id="e999eeb998e08749298455ce633b089c4">Locate and select the trigger titled: <strong>Notify requester and CCs of received request</strong>.</li>
<li id="li_03" data-list-item-id="e4a98093aba142243aa2cddc50921b934">Do not edit the <strong>Conditions</strong>, or you risk cancelling the trigger.</li>
<li id="li_03" data-list-item-id="e05653b54f280001563403b085810ea9c">Scroll to <strong>Actions</strong> and edit the <strong>Email subject</strong> and <strong>Email body</strong>. While you can't send the original message from your customer, but you can include their ticket ID with this placeholder: <code>{{ticket.id}}</code>.</li>
<li id="li_04" data-list-item-id="eff97566ad801d984c690997a74428af9">
<strong>Save</strong> your changes.</li>
<li id="li_04" data-list-item-id="edb3d2d41876fe50bee3f7f22b51ae65f">Verify the behavior. Send an email to your <a href="https://support.zendesk.com/hc/en-us/articles/5279521301914-Managing-your-support-addresses#topic_btc_h1f_bwb" target="_blank" rel="noopener noreferrer">support address</a> from a personal email address that isn't on Zendesk yet.</li>
</ol><p><img src="https://support.zendesk.com/hc/article_attachments/10569901648538" alt="Ticket trigger for automatic response for a ticket.png" width="500px"></p><div class="p">
<div class="note warning">
<span class="warningtitle"><strong>Warning</strong>:</span> Triggers are sensitive and allow to send email to customers in the back-end. Zendesk recommends never updating this essential <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-standard-ticket-triggers" target="_blank" rel="noopener noreferrer">standard trigger</a>: <strong>Notify requester and CCs of comment update</strong>.</div>
<style>
.ai-only {
position: absolute !important;
width: 1px !important;
height: 1px !important;
padding: 0 !important;
margin: -1px !important;
overflow: hidden !important;
clip: rect(0, 0, 0, 0) !important;
white-space: nowrap !important;
border: 0 !important;
}
</style>
<div class="ai-only" aria-hidden="true">
<details>
<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>

<h2 id="h_01KXDBTSZ7N45RSH13XWBNAPY9">How do I edit the automatic response sent to someone who submits a ticket? How can I update or change the auto-reply for tickets submitted by customers? How do I change the auto-reply or notification rule for customer requests? How do I edit the template or canned response for newly received tickets?</h2>
<p>Triggers send email notifications in response to tickets in the back-end. Your account includes a standard trigger called <strong>Notify requester and CCs of received request</strong>, which responds to each newly received ticket. To edit this message, go to <strong>Admin Center</strong>, navigate to <strong>Objects and rules</strong> &gt; <strong>Business rules</strong> &gt; <strong>Triggers</strong>, and select the trigger. Scroll to <strong>Actions</strong> and edit the <strong>Email subject</strong> and <strong>Email body</strong>. Save your changes and verify the behavior by sending an email to your support address from an external email address.</p>

<h2 id="h_01KXDBTSZ9NC9T9HJHY77J43NP">Can I include the customer original message in the auto-reply? Can I send the original message from my customer in the automatic response?</h2>
<p>You cannot send the original message from your customer in the automatic response. However, you can include their ticket ID with the placeholder {{ticket.id}}.</p>

<h2 id="h_01KXDBTSZ9XVZ0FA9P6M3JC2W7">Should I edit the Conditions of the default auto-reply trigger? Can I change the trigger conditions for the received request notification rule?</h2>
<p>Do not edit the <strong>Conditions</strong> of the standard trigger. If you modify them, you risk cancelling the trigger entirely.</p>

<h2 id="h_01KXDBTSZ952KB6CF0NXWBS24G">Should I update the trigger Notify requester and CCs of comment update? Can I change the standard notification rule for comment updates?</h2>
<p>Zendesk recommends that you never update the essential standard trigger titled <strong>Notify requester and CCs of comment update</strong> because triggers are sensitive and allow the system to send email notifications to customers or end users in the back-end.</p>

</details>
</div>
</div>