> For the complete documentation index, see [llms.txt](https://docs.birdie.so/birdie-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.birdie.so/birdie-docs/helpdesk/zendesk/flows/zendesk-auto-reply.md).

# Zendesk Auto-Reply

### Request a recording in your auto-reply messages 

{% hint style="info" %}
Make sure you have already setup [Automation and/or Triggers in Zendesk](https://support.zendesk.com/hc/en-us/articles/4408825385242-Configuring-email-autoreplies-to-deflect-requests#topic_x2y_sjs_r1b) to send an automatic reply to your customers.
{% endhint %}

If you have setup [Automation and/or Triggers in Zendesk](https://support.zendesk.com/hc/en-us/articles/4408825385242-Configuring-email-autoreplies-to-deflect-requests#topic_x2y_sjs_r1b) to send an automatic reply to your customers, consider including a recording link.

This is how it looks like:

<figure><img src="/files/MOq87wd6Uw9Ynmthjejs" alt=""><figcaption></figcaption></figure>

To add a recording link to your auto-response, simply follow the video guide below:

Please navigate to [settings -> helpdesk](https://app.birdie.so/settings/helpdesk) to copy your link. Then, paste it into the email field.

{% embed url="<https://youtu.be/nUfiPs57zTE>" %}
Zendesk auto-reply walkthrough
{% endembed %}

From experience, the wording makes all the difference. Here are 2 templates that have performed well. Feel free to adapt them as needed:

<details>

<summary>Template 1</summary>

*Hi \[Customer Name],*\
*​*

*Thank you for reaching out! We’ve received your request and our team is already on it.*\
*​*

*To help us understand the issue better and resolve it faster, you can record your screen and show us what’s happening:*\
*​*

*👉 \[Click here to record your screen]\(insert Birdie link)*\
*​*

*It only takes a minute, and it’ll help us get back to you with the best solution.*\
*​*

*If you’d prefer, feel free to wait for our reply—we’ll get back to you as soon as possible.*\
*​*

*Thanks, \[Company Name] Support Team*\
​

</details>

<details>

<summary>Template 2</summary>

*Hi \[Customer Name],*\
*​*

*Thanks for reaching out to us! We know how frustrating it can be when things don’t work as expected, and we’re here to help.*\
*​*

*To solve your issue faster and avoid unnecessary back-and-forth, you can show us what’s happening by recording your screen:*\
*​*

*👉 \[Click here to record your screen]\(insert Birdie link)*\
*​*

*It’s quick (just takes a minute!) and gives us the context we need to get straight to the best solution for you.*\
*​*

*Prefer to wait for our reply? No problem—we’ll be in touch shortly.*\
*​*

*Looking forward to helping you,*\
*​*\
*\[Company Name] Support Team*

</details>