Adding or removing ticket links in emails

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.

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 the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
   2. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Automations.
2. Locate the notification trigger or automation and select Edit.
3. 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.

4. Click Update.

For more information on editing triggers to remove ticket links, see Removing tickets links from your notifications.

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.