Is it possible to automatically send a form to the requester when a ticket is created?

Question

I want users to receive an email back with a ticket form when they email us instead of submitting a request on our portal. Is it possible to automatically send a form to the requester when they email in a ticket?

Answer

If you send a link that directs users to a ticket form, this creates a new ticket when a customer fills in the form.

As a workaround, create a trigger with an auto-response that asks customers to send the information you want.

To create the trigger

Create a new trigger

Add the following conditions under Meet all of the following conditions:

Object > Ticket > Ticket | Is | Created

Object > Ticket > Channel | Is | Email

Under Actions, select:

Notify by > User email > Object > Ticket | (requester)

Add the questions you would like them to answer below

Click Create

Once a user emails you and a ticket is created, they will get a follow up email.