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 of the default triggers have an action that sends an email notification with a link to a 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.
- Do one of the following, depending on whether you want to modify a trigger or an
automation:
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Business rules > Triggers.
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Business rules > Automations.
- In Admin Center, click the Objects and rules
icon (
- Locate the notification trigger or automation and select Edit.
- Modify the action or actions as needed.
The following placeholders insert ticket links in the email body:
{{ticket.link}}
or{{ticket.id}}
. For information on working with placeholders, see Using placeholders. - Click Update.
If you provide support through email only, see Setting up to provide email-only support. The article describes how to remove links back to your Help Center that would prompt your end-users to attempt to sign in.
3 comments
Benjamin Han
How do we stop Zendesk from formatting random strings like `#{my_number}` into Ticket links? We aren't using either `ticket.link` or `ticket.id`, but every number with an # is getting converted. We don't want customers to see or have access to these links.
0
Anne Ronalter
it is expected that hashtags "#" automatically hyperlink any number preceded.
I would therefore suggest for you to vote / comment on this already existing Community post about this topic: Use of hashtags in emails
Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.
0
Ronald
While finally setting up my simplified email threading I noticed that the {{ticket.latest_comment_html}} placeholder contains a # with ticket ID after it when it's referring to a follow-up ticket.
Which results in always showing this in the email threading of a public reply:
"This is a follow-up to your previous request #1234 "This is a test"
0