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How to add a link/button to an automated response that populates a field in the ticket?
Answered
Posted Jun 09, 2023
Has anyone ever created a link that populates a field in a ticket? Something like the CSAT rating emails that have the ratings right there in the message for requesters to click because of the {{satisfaction.rating_section}}
placeholder.
Use case: We want to send an automated message to customers with tickets that have been escalated but are waiting for longer than they should. In the response, we'd request that they "click here" if their ticket meets certain criteria.
The idea would be to then review those "critical" tickets before we continue down the regular priority order we usually work off of. So anything works, a tag added, a field filled, etc.
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2 comments
Dan R.
Hey Alex C
You can use Dynamic Content to create your own placeholders. they'll look something like {{dc.placeholdername}}
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Dynamic Content supports multiple languages, as well as HTML, so you can create buttons or links that will go into your comments/emails. Here's an example for a quick test:
Using that, you can create workflow rules or automations that will send automated emails to users with elements you design.
For the workflow you described, perhaps you can create a custom field editable to end users that you can instruct them on how to adjust via that email (and a link that takes them to their Tickets page in Guide). If they adjust the field, you can have additional workflows kick off, or just move the ticket into a new view.
Hope that helps answer your question!
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Alex C
Oh nice! I didn't think to use Dynamic Content like that. Fantastic. Thank you Dan R.!
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