# Zendesk auto-reply

Enhancing your Zendesk auto-replies with Screendesk links enables customers to easily submit screen recordings tied to their tickets, streamlining issue resolution for your support team. This guide walks you through the setup process.

{% hint style="warning" %}
Ensure you’ve configured Zendesk automations or triggers for email auto-replies. If you need guidance, follow [Zendesk's guide on configuring auto-replies](https://support.zendesk.com/hc/en-us/articles/4408825385242-Configuring-email-autoreplies-to-deflect-requests#topic_x2y_sjs_r1b).
{% endhint %}

Here's how it looks like:

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FX23jxXLjjEsr8PPB6fFp%2FScreenshot%202024-11-22%20at%2015.22.58.png?alt=media&#x26;token=575acfa1-fe4f-4160-ac35-1f44e4b097cb" alt=""><figcaption></figcaption></figure>

## Steps to Set Up the Zendesk Auto-Reply with Screendesk Integration

1. **Access Zendesk Admin Center**\
   Log in to Zendesk and navigate to the **Admin Center**.

   <figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FrTE53uQDbBazRySgbE1b%2FScreenshot%202024-11-22%20at%2015.40.19.png?alt=media&#x26;token=abc35e8e-5750-4e1c-926c-3ec23fade1ce" alt=""><figcaption></figcaption></figure>
2. **Go to Objects and Rules**\
   In the Admin Center, select **Objects and rules** from the navigation menu.
3. **Locate Triggers or Automations**\
   Depending on your existing setup, locate your **triggers** or **automations**.\
   For this guide, we’ll use **triggers**, as they natively support email auto-replies in Zendesk.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FhF7mLbBGSnkyuAEq7vw2%2FScreenshot%202024-11-22%20at%2015.42.56.png?alt=media&#x26;token=3dff599b-639a-4701-a1b2-9fa130318e39" alt=""><figcaption></figcaption></figure>

4. **Edit the Trigger’s Email Body**\
   Open the trigger that manages auto-replies. In the email body, add a new sentence prompting the customer to use Screendesk for submitting recordings. For example:

> If you’d like to share a screen recording to help us understand your issue better, click the link below:

5. **Retrieve the Screendesk Generic Recording Link**

* Go to [Screendesk](https://app.screendesk.io) and log in.
* Click on **Request recording** to generate a generic recording link.\
  Example link:\
  `https://app.screendesk.io/recordings/new?ak=0ZMy1g&key=vQvF_A&src=rria`

  <figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2F0u7qda6HdYqxAEy4YYPw%2FScreenshot%202024-11-22%20at%2015.44.51.png?alt=media&#x26;token=0dd6cf57-ee86-4e41-bd28-aaf83e116f4a" alt=""><figcaption></figcaption></figure>

6. **Customize the Screendesk Link**\
   Update the generic link to ensure the recording ties back to the Zendesk ticket. Make the following changes:

* Add `zid={{ticket.id}}&` after `new?` to associate the recording with the ticket ID.
* Replace `src=rria` with `src=rrz&p=1` for proper integration.

**Final Link Example:**\
`https://app.screendesk.io/recordings/new?zid={{ticket.id}}&ak=0ZMy1g&key=vQvF_A&src=rrz&p=1`

7. **Test and Activate the Trigger**

* Save your changes and test the trigger to ensure the email auto-reply includes the personalized Screendesk link.
* Once confirmed, activate the trigger.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FNuRVMUxysp34kXt19TYg%2FScreenshot%202024-11-22%20at%2015.47.00.png?alt=media&#x26;token=8c57720d-bf3f-4394-903d-793a356198ec" alt=""><figcaption></figcaption></figure>