When I update / manage ticket as an AGENT I can acces ticket via URL:

https://help.domain.pl/scp/tickets.php?id=1273

sometimes I need to send a link to USER (not AGENT) to review ticket.

But user will not be able to open:
https://help.domain.pl/scp/tickets.php?id=1273
because will be redirected to login screen for AGENTS

I need to always manually change URL by removing /scp

https://help.domain.pl/tickets.php?id=1273

then USER - by clicking to URL will be redirected to login window for USERS.

Is there any simpler solution?
(not to manually change URL)

  • KevinTheJedi replied to this.

  • danpre

    Yea, you can use Email Template Variables within the Email Templates but also in Canned Responses. For example go to Agent Panel > Knowledgebase > Canned Responses, click Add New Response, add an easy to identify Title, and for the content make it %{recipient.ticket_link}. Once it has been added and you are sending a reply to a User and you want to also include the link you can select the Canned Response dropdown above the Reply box, search for the Canned Response, click it and the system will auto-populate the link for you within your Reply (wherever the cursor currently is).

    Cheers.

      danpre

      Yea, you can use Email Template Variables within the Email Templates but also in Canned Responses. For example go to Agent Panel > Knowledgebase > Canned Responses, click Add New Response, add an easy to identify Title, and for the content make it %{recipient.ticket_link}. Once it has been added and you are sending a reply to a User and you want to also include the link you can select the Canned Response dropdown above the Reply box, search for the Canned Response, click it and the system will auto-populate the link for you within your Reply (wherever the cursor currently is).

      Cheers.

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