Auto reply in a new ticket

  • Used Zammad version: 5
  • Used Zammad installation type: package
  • Operating system: Debian 11
  • Browser + version: Choome 94

Hello!

Tell me please.

How to make sure that when a new request arrives, the auto-response is not sent to the user in a separate letter. And in response to the client’s letter.

** Sorry for the English, I used the translator.

I’m sorry but I don’t understand what you are asking. When a customer writes to the helpdesk a ticket is created and through a trigger a notification e-mail is sent out to the customer with information about the ticket (like ticket number) and whatever else you put in this notification. This notification is not a direct response to the e-mail of the customer.
What exactly do you want to achieve?

I want the trigger to respond with a direct response to the customer’s email.

Hey sorry for the late answer. Have you tried adding #{article.body_as_html} to your auto reply? This should add the original email from the customer to the auto reply.

Thanks. I will try.
I will inform you about the result.