Allow customers to set ticket to solved in email notification
Hello,
Is there a way to add the option to solve a ticket right from within the status update notification that are sent via email? AFAIK, the only option for customers to set the ticket to "solved" for themselves is to check their request history and select it there.
Please add the option to have this in the notification emails as well.
It would also be helpful if customers could set a ticket to "solved" without any ticket activity. We have cases with customers who found a solution before we can reply.
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Hi Eckhard,
This is possible through some degree of customisation.
Basically you will need to create a HTML button in the tigger that sends email notifications to customers. There you must then pass the ticket ID and the email address as an URL parameter.
The ULR would lead to a page with a script.
On the page, a script makes an API call to solve the ticket using the ticket id, the email address of a customer and an API token created for that workflow.Hopefully that will help you.
Nicolas Feller
Manager - Customer advocacy -
I just came looking for this solution. I upvoted the request!
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