I wanted to know if there is a way of including automatic responses (as far as I know they can only be sent via email) as part of the ticket response.
My concern comes from the fact that our clients do not generally check the email, but check the ticket status on a regular basis in the portal web-view (thus, the impact of having the auto-reply message within the ticket is of paramount importance).
Thank you in advance for you help!
Hello Juan,
Hope you are well. Regarding your ask, you could make use of the Create a reply API and trigger webhook during ticket creation. https://developers.freshdesk.com/api/#reply_ticket
But this couldn't be used if you are looking to use contextual replies to the customer queries, as the content would be static. I hope that answers your concern.
Cheers!
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