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Some email updates contain easily accessible links to the ticket, others don't

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Sara Beaudet

Data ultimo post: 21 lug 2022

Hey guys! Something my teammates and I have noticed is that some ticket responses will generate a hyperlink to the ticket on the ticket's number:

But then other tickets don't:

I think this might be due to the assignee/vs follower status and the other colleague I know has also investigated this a little agrees.

It's a very minor annoyance in a system that I otherwise love very much, but I think that most people would probably prefer being able to click on the hyperlink regardless of whether they're assigned or not, as oftentimes several agents need to collaborate on tickets.

Thanks,

Sara:)

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    Lou

    The Product Manager Whisperer - 2022Community Moderator

    You would need to go into each notification and add that on those that don't have it. It's standard in some, but not others. The field reference is ticket.link.

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