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Allow customers to set ticket to solved in email notification

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Eckhard Doll

Posted Mar 03, 2021

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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4 comments

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    Nicolas Feller

    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

    2

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    Nikki

    I just came looking for this solution. I upvoted the request!

    1

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    Marleen de Smet

    Hi Nicolas Feller, 

    I'm a bit late to the party but I would like to understand more about your solution. If I understand this correctly the button will lead the customer to a website/form en there an API script will use the info to close the ticket? 

    Is there a way to skip the detour to the other website? 

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    Dane

    Zendesk Engineering

    Hi Marleen,
     
    This is a recommendation from one of our moderators. Unfortunately, this is outside the scope of Zendesk. For the first two option, it will be routed to the Guide Help Center. What you are probably looking for is Option 3.
     

    It's possible with heavy customisation. The complexity depends on the tools you have to set-up something like this.
    The way I see it there are 3 options.

    1. Login not required - Thru Zendesk Guide > Ticket > Trigger > Target
    2. Login required - Thru Zendesk Guide > Javascript
    3. Login not required - Zapier Incoming Webhook > Zendesk Support

     

    Option 1

    The email you sent out will contain a link to a Help Center page, with a query parameter that contains the ticket ID.
    Something like https://support.zendesk.com?solve_ticket=8989123
    In your Help Center template you look for that ID, and generate a new anonymous request, with the subject as the ID  of the ticket you are trying to close (or a custom field) and a fixed requester.

    A trigger you've set-up will then listen for that, and will point to a target which contains an action with a HTTP Target to the ticket you are trying to solve.

     

    Option 2

    The email you sent out will contain a link to a Help Center page, with a query parameter that contains the ticket ID.
    Something like https://support.zendesk.com?solve_ticket=8989123
    In your Help Center template you look for that ID, since the customer is logged in, you can solve that ticket for them thru Javascript.

    Option 3

    The email you sent out will contain a link to a Zapier Incoming Webhook, with a query parameter that contains the ticket ID. Something like https://zapier.com/123123webhook/?solve_ticket=8989123
    In Zapier you can then use logic to get the ticket ID and make certain API calls to solve the ticket in Zendesk.

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