How do I send automated replies from a specific support address?

Question

I use multiple support addresses for one brand. How do I use a specific support address to send automatic email replies?

Answer

Warning: Do not use webhooks to update tickets.

If a ticket update triggers a webhook to update a ticket, it creates race conditions. The webhook fires and makes an API call to update the ticket, which then fires the webhook again. This creates potential infinite loops, data corruption, and instance performance issues.

To send automated replies and update fields safely, use these default business rules:

Triggers: Use for transactional, immediate ticket updates and automated replies the moment specific conditions are met. This includes when a ticket is first created.

Automations: Use for temporal, time-based email replies and ticket updates. For example, send an automated reply from a specific address 2 hours after a ticket is received.

Incremental Export API: Use to poll for changes and process them externally if your workflow requires third-party integration.

Side Conversations API: Use to add information or reach out from a specific address without updating the core ticket directly.

For more information, see these articles:

About Zendesk triggers and how they work

About automations and how they work

Admin's guide to the Zendesk API