This is very basic question if I just want to setup a auto-reply email to anyone who sends in a ticket or emails support, how would I do that?
Best answer by Aishwarya Parthasarathi
View originalThis is very basic question if I just want to setup a auto-reply email to anyone who sends in a ticket or emails support, how would I do that?
Best answer by Aishwarya Parthasarathi
View originalHello David,
As per the product behavior, the email sent to the requester via Automation would be a separate email thread (notification) to their mailbox and would not be added as a response to the ticket as such.
If you wish to add an automatic reply to the ticket, you can make use of Ticket creation/Ticket updates automation (Admin > Automation > Tickets > Ticket creation/Ticket updates) and use trigger webhook action to add a reply on the ticket. Refer to the documentation link below to use the Create a reply API:
https://developers.freshdesk.com/api/#reply_ticket
Feel free to drop an email to support@freshdesk.com if you require any further assistance and we would be happy to help!
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