Direct access to ticket from email notification

sjswarts

G'day guys,

Is there a way to have the emailed notification send the ticket owner a link that automatically logs in?
I realise the security concern here, but it would be so handy.

On my PC it isn't a problem I'm logged in almost all the time, but when I'm on site and I just want to respond quickly to something I need to log in every time, get the 2FA code, etc. Just annoying. Wish there was an app 🤣 ...

I tried using %{recipient.ticket_link} which has a description of "Auth. token used for auto-login Agent's ticket view link" but everytime I go to save it mangles the link to be = %%7Bticket.staff_link%7D.

pamconsult

If a user is logged in, the ticket will open. On our system that is multiple days, you may want to check the setting how long an agent login is set to be active before a login is required.

Al general link with some UUID is not recommended as someone can fetch that email and then has access to your helpdesk.

sjswarts

Sure, but that doesn't explain why the mangling occurs. If login is required why does it say "Auth. token used for auto-login Agent's ticket view link"??

Thinking about the security component I am perfectly ok with requiring a password but it shouldn't require 2FA again. Why can't that be cached for 30 days or whatever per device?

KevinTheJedi

@sjswarts

Yes, simply enable Authentication Token (Admin Panel > Settings > Users). The thing is if there are collaborators they will not contain the auth token even if it’s enabled for security reasons.

You can enable the setting below that called Client Quick Access where they can type in their email address and Ticket number on the Client Portal and get a direct link to view the Ticket via email.

You can also disable the Client Quick Access setting to allow them to directly view the Ticket with their email and Ticket number without getting a link via email. Beware, disabling this setting allows anyone to potentially impersonate the user/collaborator.

Cheers.