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