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

Question

How can I update or change the auto-reply for tickets submitted by customers?

Answer

Triggers send email notifications in response to tickets in the back-end. By default, your account includes a standard trigger called: Notify requester and CCs of received request, which responds to each newly received ticket with this message:

Your request ({{ticket.id}}) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email.

To edit this auto-response message:

In Admin Center, go to Objects and rules > Business rules > Triggers.

Locate and select the trigger titled: Notify requester and CCs of received request.

Do not edit the Conditions, or you risk cancelling the trigger.

Scroll to Actions and edit the Email subject and Email body. While you can't send the original message from your customer, but you can include their ticket ID with this placeholder: {{ticket.id}}.

Save your changes.

Verify the behavior. Send an email to your support address from a personal email address that isn't on Zendesk yet.

Warning: Triggers are sensitive and allow to send email to customers in the back-end. Zendesk recommends never updating this essential standard trigger: Notify requester and CCs of comment update.