Automatic responses in Zendesk do not appear in ticket events.
This is by design, as the auto-responder is meant to provide a quick acknowledgment to the user without cluttering the ticket's event history. This helps keep the ticket events focused on actual interactions and updates from agents.
To set up an auto-responder for your social messaging channels in Zendesk, you need to be an admin. You can configure it for each channel like Facebook Messenger, WhatsApp, LINE, or WeChat. Here's a quick guide: In the Admin Center, click on…
No, dynamic content is not supported in Zendesk's auto-responder messages. While you can customize the message with user properties like first and last names, dynamic content for translating ticket fields is not available. This means the…
The auto-responder in Zendesk sends messages once a day per user interaction. This means that even if a user sends multiple messages in a day, they will only receive the automatic response once. This helps prevent spamming users with repetitive…
Yes, you can include user properties like first and last names in Zendesk's auto-responder messages. To personalize the message, use placeholders such as {{firstName}}. If the user's name can't be resolved, you can set a default value like 'there'…
Yes, emojis are supported in Zendesk's auto-responder messages. You can manually add emojis to the text of your auto-responder message. This allows you to add a bit of personality and friendliness to your automated responses, making them more…
No, only plain text is supported in Zendesk's auto-responder messages. This means you cannot include HTML or multimedia links in your automatic responses. The focus is on delivering a simple, clear message to users without the complexity of…