Adding or removing ticket links in emails

Your email notifications can provide a link back to the ticket being discussed:

Summary: ◀▼

You can control whether email notifications include links back to tickets by editing triggers or automations. Removing the ticket link prevents customers from being prompted to log in, which is useful for email-only support. Adjust placeholders in the email body to switch between linked and plain text ticket IDs or links, helping tailor notifications to your support workflow and customer experience.

Your email notifications can provide a link back to the ticket being discussed:

This type of link is defined in a trigger or automation, not in the template itself. For example, most default triggers include an action that sends an email notification with a link to the ticket. If you provide email-only support, you don't want customers to see a link to a ticket that would prompt them to log in. In this case, you must edit your triggers or any other business rules that generate email notifications.

To add or remove a ticket link in a notification trigger or automation

1. Do one of the following, depending on whether you want to modify a trigger or an automation:
   1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
   2. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Automations.
2. Click the options menu icon () next to the notification trigger or automation, then click Edit.
3. Update the following placeholders in the email body so they render as plain text instead of links:
   • Change #{{ticket.id}} to {{ticket.id}} (remove #).
   • Change #{{ticket.link}} to {{ticket.link}} (remove #).
4. Click Update.

If you provide support through email only, see Turning off ticket management in your help center to allow email-only support. The article describes how to remove links back to your help center that prompt your end users to sign in.