Question

Can I automatically email end users who submit a messaging ticket?

Answer

Yes, you can create a trigger to fire an email to the requester of the ticket.

To create this trigger

Create a trigger

Add a Trigger name and a Trigger category* (required)

In the Meet ALL of the following conditions section, add these conditions

Ticket > Ticket | Is | Created

Ticket > Status category | Is not | Solved

Ticket details > Current user | Is | (end-user)

Ticket > channel | Is | Messaging

In the Actions section, add the action below

Notify by > User email

Ticket > (Requester)

Add the Email subject and Email body

Click Create trigger

Note: End users can't add a CC at the moment of the creation of the messaging ticket. Hence, the action Notify by > User email Ticket > (Requester and CCs) doesn't suit this workflow.

For more details, see this article: Ticket trigger conditions and actions reference.

Alternatively, if your plan has access to Advanced AI Agents you can also create advanced email AI agents that use agentic AI by default. For more information, see the article: Getting started with AI agents - Advanced.

Note: Email conversation flows are available by default for any new email in advanced AI agents.