Direct access to ticket via link?

sascha40

Hi!

I'm searching for a solution to give my clients the possibility to access their ticket directly by clicking on the link in the mail.

At the moment they have to login and then they see all the open tickets. For a client with a lot of work :) it could be a little bit confusing

Thanks a lot!

ntozier

The ticket opened email that gets sent automagically when someone opens a ticket has a link that directs them to the login screen and pre-fills in the information for them.

ie:

http://support.domain.org/tickets.php?e=e.mail@domain.org&t=101010(http://support.domain.org/tickets.php?e=e.mail@domain.org&t=101010)

They do need to click on "View Status" though.

Or at least my implementation has had this since we set it up in 2008. We are currently running 1.6 ST.

sascha40

Yes, that's clear insofar

But I'm searching for the fastest way of looking up the ticket. When a mail is generated automatically and sent to the client, client wants only to click one time and see directly the concering ticket.

At the moment he has to click on view status and the he sees ALL tickets for him (then searching and then clicking again). But with sending a notice with the email I have pointed attention to one special ticket he has to look at?

And I think login makes no sense for security reasons, if the login will be prepraed so far?

sry for my english

sternen

In your email templates, you can change the template for a newticket autoresponse from:

%url/view.php?e=%email&t=%ticket

to this.....

%url/tickets.php=%ticket

That should work.

Pete

Lupo76

In your email templates, you can change the template for a newticket autoresponse from:
%url/view.php?e=%email&t=%ticket
to this.....
%url/tickets.php=%ticket
That should work.
Pete

Unfortunately it does not work.

I also tried

%url/tickets.php=?t=%ticket

Is there anyone who has a solution for this problem?

kajkobajko

Same problem - maybe disable login?

I have the same problem. Is there any way to disable login and let the user go directly to the ticket by clicking one single url?

ntozier

In a word.... Nope.

kajkobajko

It's almost a year since my last post. Does anything changed? Is it possible to send user unique link that leads directly to the ticket? I just need to make it possible to let user jump from his email message to ticket, not ticket list.

Maybe anyone know solution? I saw that gumtree is doing it that way sending links like: https://help.kijiji.net/pl//ticket.php?track=M5YP32WZGW&Refresh=93368(https://help.kijiji.net/pl//ticket.php?track=M5YP32WZGW&Refresh=93368) (it's fake - just to show the structure).

peter

It's almost a year since my last post. Does anything changed? Is it possible to send user unique link that leads directly to the ticket? I just need to make it possible to let user jump from his email message to ticket, not ticket list.
Maybe anyone know solution? I saw that gumtree is doing it that way sending links like: https://help.kijiji.net/pl//ticket.php?track=M5YP32WZGW&Refresh=93368(https://help.kijiji.net/pl//ticket.php?track=M5YP32WZGW&Refresh=93368) (it's fake - just to show the structure).

Using %{ticket.client_link} in a template gives you unique link to the ticket. No login required.

ntozier

What Peter left out is that you would need to upgrade your installation to a newer version as that variable is not available in 1.6ST.

kajkobajko

Thanks Peter. I have 1.6 but I'm experimenting with 1.7 and in that release your solution do the trick. But...

First time when i click the link, I'm jumping directly to the ticket - great!

When I click link again, I'm landing in ticket list, not directly in ticket - too bad!

Any ideas?