Recent searches
No recent searches
Link field in ticket takes you to the customer view
Posted Dec 05, 2023
I am getting many emails from ZD about new tickets because requestors also cc: my personal work email. If I follow the link to the ticket in that e-mail, it brings me to the customer-facing portal and I do not see how I can switch to the view where I can claim the ticket and respond. If I respond to the email directly, it does record the response but does not change the ticket assignment and status… Is there a way to switch from portal view to the agent view?
0
1
1 comment
Sam
Hi Erica Dunstan!
There are a few things at play here.
First, you will need to address the multiple accounts issue. You can either remove the duplicate user, then add the email address for your personal work address as a secondary email address for your agent user (recommended) or you can merge your user accounts together.
*Special note: Merging user accounts requires both users are end users. You would need to demote your current user to end user status, merge, then promote your user back to an agent. This is not recommended.
Secondly, the emails which go out to agents and customers contain different versions of ticket links. Emails which go to agents will have the agent URL in them. Ones to customers point to the Requests portal. Correcting where the emails go (above) *should* result in you getting the right links.
Hope this helps!
2