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How do end-users read the public reply
Answered
Posted Apr 26, 2021
How do end-users read the public reply? I mean trough which channel are they notified,assuming the end-users origninally contacted us via line.
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2 comments
Kyle Beaulieu
Hi Chin,
There would be two ways. The first would be to set up a trigger. The trigger would look something like this:
Condirions:
Comment > Is > Public
Actions:
Email user > (requester)
Email subject > whatever you want the subject to be
Email body: would have to contain {{ticket.public_comments_formatted}}
The code above will be replaced with whatever the public comment is on the ticket.
The second way would be through the end-users ticket portal. This can be accessed by going to your help center, clicking on your avatar, selecting "My activity," or navigating to support.[your domain]/hc/en-us/requests.
If you use {{ticket.id}}, that will create a hyperlink to the ticket in the portal. No clicking around needed.
I know my answer was kind of all over the place, but I hope this helps! Feel free to ask me to clarify anything.
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Nicole Saunders
Thanks a bunch for jumping in, Kyle!
Here's some additional information that may be helpful:
Submitting and tracking requests in the Help Center Customer Portal
Note that the Customer Portal is not available on the lowest-tier plan, nor are custom triggers. If you are on that plan type, you may have to upgrade in order to have access to the things Kyle mentioned.
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