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

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  • Patrick Bosmans
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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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