Question

How do I edit the automatic response sent to someone who submits a ticket?

Answer

Triggers and automations send email notifications in response to tickets. By default, the account includes a standard trigger called Notify requester and CCs of received request and responds to each received ticket with the message below:

Your request ({{ticket.id}}) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email.

To edit the trigger message:

In Admin Center, go to Objects and rules > Business rules > Triggers

Locate and select the trigger titled Notify requester and CCs of received request

Scroll to Actions to find the message body

Apply your changes and select Save

For more information about the standard triggers, see About the Support default triggers.