Workflow: Auto-response to customers who contact you with a specific web form

This article explains how to ensure a specific email auto-response reaches end users who use a specific ticket form. This procedure only applies to customers who use multiple ticket forms.

The workflow includes the steps below:

Step 1: Create your trigger

Step 2: Exclude the form from other auto-response triggers

Step 3: Test your workflow

Step 1: Create your trigger

Create auto-reply emails with a trigger.

To create this trigger:

Open Zendesk > Login as an admin > Click the product tray in the top corner > click Admin Center > Objects and rules > Business rules > Triggers

Click Create trigger

Name it, for example: Auto-response from your specific web form

Under Meet ALL of the following conditions, add:

Ticket > Ticket | Is | Created

Ticket > Comment | Is | Public

Ticket > Current user | Is | (end user)

Ticket > Ticket form | Is | select the name of your ticket form

Under Action, add:

Notify by > User email | Ticket > (requester and CCs)

Include the subject and content of the auto-response email in the text box

Click Save

Step 2: Exclude the form from other auto-response triggers

Add a nullifying condition to other auto-response triggers:

Open Zendesk > Login as an admin > Click the product tray in the top corner > click Admin Center > Objects and rules > Business rules > Triggers

From the trigger list that appears, search and open this trigger: Notify requester of received request

Important: If you don't find that trigger, reach out to the team who amended it. Contact Zendesk Customer Support for further help. Never amend the Notify requester and CCs of comment update trigger. This will stop emails from agent replies in tickets.

Under Meet ALL of the following conditions, simply add this condition:

Ticket > Ticket form | Is not | select the name of your ticket form

Click Save

Step 3: Test your workflow

Test your workflow to guarantee success:

Open your ticket form > Send a test request with an email address that doesn't belong to any existing agent in your Zendesk account

For example, use a gmail.com or hotmail.com address you won't find when you search Support

Verify if the test email address received the auto-response

If you notice unexpected behavior:

Search Support for the test email address and find the test ticket you just created

Open the test ticket you created > Open the ticket events

Compare the ticket events with the conditions of the triggers you just created or amended to understand which trigger conditions were not met

If the trigger conditions are the issue, adjust your trigger conditions

If you don't understand the issue, Contact Zendesk Customer Support for further help. Include a recap of changes, links to your contact form, the triggers you changed, and your last test ticket