Tickets & Conversations

PWolf4
Participant

Ticket Link in the customer email

SOLVE

Hi All,

we would like to integrate a link into a mail that enables the customer to get straight away to the corresponding ticket.

 

The process would be:

  1. the customer creates a ticket via the customer portal/we create a ticket
  2. We send an email back to the customer (automated reply/or individual Mail-This Mail has a ticket link!
  3. the customer can click the link in order to get to the ticket or to see the status

Is such a feature/workflow available? 

0 Upvotes
1 Accepted solution
Jnix284
Solution
Most Valuable Member | Diamond Partner
Most Valuable Member | Diamond Partner

Ticket Link in the customer email

SOLVE

Happy to offer insight @PamCotton , sorry I couldn't reply sooner.

 

Hi @PWolf4 I think it's a great idea to be able to share a direct link to a ticket in a follow up email, I haven't found a way to create or automate this capability based on the features available for the customer portal.

 

I suggest adding it as an Idea here for the Product Managers to review.

 


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Delivery Lead at Aptitude 8

connect with Jen on Linkedin

View solution in original post

4 Replies 4
DVerdyck
Participant

Ticket Link in the customer email

SOLVE

This can be done in the current setup, but it is a bit buggy:

1. Create an acocunt so you can login into your own customer portal as a customer

2. Open an existing ticket in your customer portal

3. Copy the URL to the ticket in your browser

4. remove the ticket ID at the end of the URL

5. Insert the personlizationtoken "Ticket ID" at the end of the URL, it should look like this:

DVerdyck_1-1709122530088.png

The issue here is that after opening this link, the button "view all tickets" automaticly changes to "back to all tickets" and it does not work. Opening the ticket works though.

 

Jnix284
Most Valuable Member | Diamond Partner
Most Valuable Member | Diamond Partner

Ticket Link in the customer email

SOLVE

Thanks for sharing this workaround @DVerdyck 🙌


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Delivery Lead at Aptitude 8

connect with Jen on Linkedin

0 Upvotes
PamCotton
Community Manager
Community Manager

Ticket Link in the customer email

SOLVE

Hello @PWolf4, thank you for posting in our Community!

I want to invite our top experts to this conversation, @Jnix284@Jonno_Price any recommendations for the @PWolf4 matter?

 

Thank you,

Pam

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Jnix284
Solution
Most Valuable Member | Diamond Partner
Most Valuable Member | Diamond Partner

Ticket Link in the customer email

SOLVE

Happy to offer insight @PamCotton , sorry I couldn't reply sooner.

 

Hi @PWolf4 I think it's a great idea to be able to share a direct link to a ticket in a follow up email, I haven't found a way to create or automate this capability based on the features available for the customer portal.

 

I suggest adding it as an Idea here for the Product Managers to review.

 


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Delivery Lead at Aptitude 8

connect with Jen on Linkedin