Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes, with a placeholder for the description. Whether you should is the more interesting question.
How
Put the ticket description placeholder into the acknowledgement trigger's message. The customer receives their own words back with your confirmation.
The argument for
It proves what you received. A customer who wrote a long message and gets back a bare acknowledgement cannot tell whether it arrived intact, particularly if they attached something.
The argument against
- Length. A detailed message quoted back makes the confirmation unreadable on a phone.
- Sensitive content. If a customer sent something they should not have, you have now emailed it back to them, and that copy sits in another inbox.
- It reads oddly when the message was two lines.
A middle way
Confirm what you received without quoting it: the ticket number, the subject and when to expect an answer. That gives the reassurance without the drawbacks, and it fits on a phone screen.
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