SimpleAutoResponder - Configuration

How to configure Zendesk for a correct use of SimpleAutoResponder APP

1) Create Dynamic contents:

• Using an administrator user, go to "MANAGE - Dynamic Content" section

• Add the following Dynamic contents:
  • simpleautoresponder_domain - insert your zendesk domain url (ex: https://domain.zendesk.com/)
  • simpleautoresponder_agent_email - insert the email address of the Zendesk agent you want to use to respond to the ticket
  • simpleautoresponder_message - insert the message you want to send 

2) Create the Trigger:

• Using an administrator user, go to "BUSINESS RULES - Triggers" section

Add the trigger:

• Trigger Name: SimpleAutoResponder
• Conditions: add your conditions

(note: the message will be insert into the ticket ONLY for "NEW" tickets, to avoid the auto-response loops problem)

• Action: 
  • Type: Notify active webhook
  • Target: sar_ws_url
  • Json body:{
      "ticket_id": "{{ticket.id}}",
      "domain": "{{dc.simpleautoresponder_domain}}",
      "agent_email": "{{dc.simpleautoresponder_agent_email}}",
      "message": "{{dc.simpleautoresponder_message}}"
    }