Insert Custom Ticket Field into Public reply for end-user to edit

Answered

2 Comments

  • Patrick Bosmans
    Zendesk Customer Advocate

    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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  • Alejandro Colon

    Active Feature Request (please vote):

    Allow end users to update fields after ticket is created

    @donna krischke posted a Feature Request for this at the link below. If you would like to see this feature please head over there and show your support. Please make sure to add an upvote and comment even if it is simply a "+1"

    Also, you may consider adding it to your post to get the feature request more visible.

    https://support.zendesk.com/hc/en-us/community/posts/203432316-Allow-end-users-to-update-fields-after-ticket-is-created

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