Can I automatically email end users who submit a messaging ticket?

Question

Can I automatically email end users who submit a messaging ticket?

Answer

Yes, you can create a trigger to fire an email to the requester of the ticket.

To create this trigger

1. Create a trigger
2. Add a Trigger name and a Trigger category* (required)
3. In the Meet ALL of the following conditions section, add these conditions
   • Ticket > Ticket | Is | Created
   • Ticket > Status category | Is not | Solved
   • Ticket details > Current user | Is | (end-user)
   • Ticket > channel | Is | Messaging
4. In the Actions section, add the action below
   • • Notify by > User email
     • Ticket > (Requester)
     • Add the Email subject and Email body
5. Click Create trigger

Note: End users can't add a CC at the moment of the creation of the messaging ticket. Hence, the action Notify by > User email Ticket > (Requester and CCs) doesn't suit this workflow.

For more details, see this article: Ticket trigger conditions and actions reference.

Alternatively, if your plan has access to Advanced AI Agents you can also configure an AI Agent for email to send a generative reply in an email from a messaging conversation instead. For more information, see the article: About the Generative replies block in conversation flows for advanced AI agents.