Insert Custom Ticket Field into Public reply for end-user to edit
AnsweredI have a scenario where a manager needs to be added as a CC on tickets and either Deny or Approve requester's request. Manager in this scenario is an end-user. I basically want to be able to embed a custom ticket field into public reply so that manager can select the option from the dropdown and update the ticket that way...
Alternatively, I could have two links, Approve and Deny, inserted into public reply by a macro, where end-user can click on either to register their response. Exactly like Zendesk handles customer satisfaction survey responses, where requester is brought to a ticket page (without having to login).
I guess larger question is, what is the easiest way to have end-users change a custom ticket field value from the email notification they receive with my public reply...
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Hello Yahor,
Unfortunately we do not currently have a set of features that will allow a ticket field to be added to a reply so that an end-user can update a ticket field. Additionally offering links would only work if you had a third party software that could update the ticket via the api. The problem there is updating tickets via targets can cause race conditions where updates may get negated.
The easiest thing to do would be to have the Manager in question be enabled as an agent of the account so that they can be cc'd to tickets and update the ticket internally or by applying a private note. You can set agent comments to private by default which would allow the Manager to reply via email and not notify the requester of the ticket.
https://support.zendesk.com/hc/en-us/articles/203660356-Make-All-Ticket-Comments-Private-By-Default
I hope this helps!
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