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

<p>This article explains how to ensure a specific email auto-response reaches end users who use a specific <a href="https://support.zendesk.com/hc/en-us/articles/4408836460698-Managing-your-ticket-forms" target="_blank" rel="noopener noreferrer">ticket form</a>. This procedure only applies to customers who use <a href="https://support.zendesk.com/hc/en-us/articles/4408846520858-Creating-multiple-ticket-forms" target="_blank" rel="noopener noreferrer">multiple ticket forms</a>.</p><p>The workflow includes the steps below:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01HXY1BFCAPEN08R87P7ENG6TS">Step 1: Create your trigger</h3></div><div class="panel">
<p>Create auto-reply emails with a trigger.</p>
<p>To create this trigger:</p>
<ol>
<li data-list-item-id="eda5d8538f6194337e9108bf37fba5e23">Open Zendesk &gt; Login <a href="https://support.zendesk.com/hc/en-us/articles/6489966715546-How-can-I-locate-my-admin" target="_blank" rel="noopener noreferrer">as an admin</a> &gt; Click the product tray in the top corner &gt; click <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a> &gt; <strong>Objects and rules</strong> &gt; <strong>Business rules</strong> &gt; <strong>Triggers</strong>
</li>
<li data-list-item-id="e87c31a83423d91c13210e8bd7c81a817">Click <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank" rel="noopener noreferrer"><strong>Create trigger</strong></a>
</li>
<li data-list-item-id="e7abefb14ebd4e53f173b3b562c84e9ab">Name it, for example: <strong>Auto-response from your specific web form</strong>
</li>
<li data-list-item-id="e49695ba04fb8aa92dba5cb8f513999cb">Under <strong>Meet ALL of the following conditions</strong>, add:<ul>
<li class="wysiwyg-list-bold" data-list-item-id="e1e975d359b6c8443292db7194b065b06"><strong>Ticket &gt; Ticket | Is | Created</strong></li>
<li data-list-item-id="e5eaa72251ac4dd035dd3fc0d5101f5b5">
<strong>Ticket &gt; Comment</strong> | <strong>Is</strong> | <strong>Public</strong>
</li>
<li data-list-item-id="e505c484552980c2641f11ea70208bbf2">
<strong>Ticket &gt; Current user</strong> | <strong>Is</strong> | <strong>(end user)</strong>
</li>
<li data-list-item-id="eab28954b760790b66ac30fd086587273">
<strong>Ticket &gt; Ticket form | Is | </strong><em>select the name of your ticket form</em>
</li>
</ul>
</li>
<li data-list-item-id="ef815095ed71bfd1279171c45b4c97a2f">Under <strong>Action</strong>, add:<ul><li data-list-item-id="e53b4b772de65b3848a89836197af9354">
<strong>Notify by &gt; User email</strong> | <strong>Ticket &gt; (requester and CCs)</strong><ul><li data-list-item-id="e01df697d582aa73e99897cef1762a52e">Include the subject and content of the auto-response email in the text box</li></ul>
</li></ul>
</li>
<li data-list-item-id="e92787041d2cb0cc86e30ef3e08aab139">Click <strong>Save</strong>
</li>
</ol>
</div><div class="accordion"><h3 id="01HXY1G18XYBGPX37812NDQPP4">Step 2: Exclude the form from other auto-response triggers</h3></div><div class="panel">
<p>Add a nullifying condition to other auto-response triggers:</p>
<ol>
<li data-list-item-id="ee818cb113eb3d6cb863c15a61339a3b5">Open Zendesk &gt; Login <a href="https://support.zendesk.com/hc/en-us/articles/6489966715546-How-can-I-locate-my-admin" target="_blank" rel="noopener noreferrer">as an admin</a> &gt; Click the product tray in the top corner &gt; click <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a> &gt; <strong>Objects and rules</strong> &gt; <strong>Business rules</strong> &gt; <strong>Triggers</strong>
</li>
<li data-list-item-id="ef5d5b2df8a6fbd763bbaef892b81507f">
<p>From the <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank" rel="noopener noreferrer">trigger</a> list that appears, search and open this trigger: <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-standard-ticket-triggers#topic_ksk_znr_5t" target="_blank" rel="noopener noreferrer">Notify requester of received request</a></p>
<div><div class="note">
<strong>Important</strong>: If you don't find that trigger, reach out to the team who amended it. Contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-customer-support" target="_blank" rel="noopener noreferrer">Zendesk Customer Support</a> for further help. Never amend the <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-standard-ticket-triggers#topic_5yf_43s_5t" target="_blank" rel="noopener noreferrer">Notify requester and CCs of comment update</a> trigger. This will stop emails from agent replies in tickets.</div></div>
</li>
<li data-list-item-id="e82e34124e94b042955e2fdc9095e41f6">Under <strong>Meet ALL of the following conditions</strong>, simply add this condition:<ul><li data-list-item-id="ed6b7544e1fc0d80f5d0fa253d290524d">
<strong>Ticket &gt; Ticket form | Is not | </strong><em>select the name of your ticket form</em>
</li></ul>
</li>
<li data-list-item-id="e595913c2ee289d6da638031aa78671f1">Click <strong>Save</strong>
</li>
</ol>
</div><div class="accordion"><h3 id="h_01HXY1GYQDRZ3V1Y2A1VJXG88P">Step 3: Test your workflow</h3></div><div class="panel">
<p>Test your workflow to guarantee success:</p>
<ol>
<li data-list-item-id="e029fc4c880dd4198ffe6b238ec9f71d9">Open your <a href="https://support.zendesk.com/hc/en-us/articles/4408846805530-Submitting-and-tracking-requests-in-the-help-center-Customer-Portal#topic_hgd_mqd_yy" target="_blank" rel="noopener noreferrer">ticket form</a> &gt; Send a test request with an email address that doesn't belong to any existing agent in your Zendesk account<ul><li data-list-item-id="e7a09ac976d4d1f34ac372df932198cd7">For example, use a gmail.com or hotmail.com address you won't find when you <a href="https://support.zendesk.com/hc/en-us/articles/4408835086106-Using-Zendesk-Support-advanced-search#topic_v5y_pp3_y5" target="_blank" rel="noopener noreferrer">search Support</a>
</li></ul>
</li>
<li data-list-item-id="eaf3c9e37da08a76aae1867082354fca5">Verify if the test email address received the auto-response</li>
<li data-list-item-id="e822f0cb690b056d2d8681fae03fce7a0">If you notice unexpected behavior:<ol>
<li data-list-item-id="e2a5e8947ba063cb45b993f1ea932ab99">
<a href="https://support.zendesk.com/hc/en-us/articles/4408835086106-Using-Zendesk-Support-advanced-search#topic_v5y_pp3_y5" target="_blank" rel="noopener noreferrer">Search Support</a> for the test email address and find the test ticket you just created</li>
<li data-list-item-id="e94e73045f587048f8de1f68c035f5a01">Open the test ticket you created &gt; Open the <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-for-ticket-updates#topic_wgg_hwn_scb" target="_blank" rel="noopener noreferrer">ticket events</a>
</li>
<li data-list-item-id="eb601b24b12bfbe7c451f2bb71db5b6a1">Compare the ticket events with the conditions of the triggers you just created or amended to understand which trigger conditions were not met</li>
<li data-list-item-id="e7660d85b9d7f22144e100330cc1b568b">If the trigger conditions are the issue, adjust your trigger conditions</li>
<li data-list-item-id="e7dabd039f35521599ff8759cd7aaf976">If you don't understand the issue, Contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-customer-support" target="_blank" rel="noopener noreferrer">Zendesk Customer Support</a> for further help. Include a recap of changes, links to your contact form, the triggers you changed, and your last test ticket</li>
</ol>
</li>
</ol>
</div>