I'm sure it's been updated in the year since I had to use it; Let's see how. If not, let's just refresh ourselves together.
Zendesk walks you through it's own tutorial, so that's helpful.
It's short enough, so we can quickly move through and start sending ourselves support tickets to give it a shot!
This is the automated response. I found how to change the auto responder title:
Admin (The gear on the left) > Manage > Ticket Fields. There are others, but I haven't found the one to change the generic response body. Any insight?
Open the dashboard; Here's what you get:
And when you respond, you get:
That could be you, working with me.
I came across some other interesting parts:
"By default, Zendesk Support reads the HTML part of incoming email and displays rich content in resulting tickets and comments. Images and formatting in email will appear in comments in tickets. If you prefer to see plain text messages, disable this option."
Are people making terribly ugly, "rich content" emails to send to help support agents? Probably.
That sounds like a pain in the ass. Don't do that!
Look at all these if/thens you can set for ticket response time:
It's a super helpful tool, and I understand why companies all over the world use Zendesk. I like the ticket response and "Don't bring your ugly rich text emails to me" setting.