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How can i change the customer portal linked to automation email notifications?

  • 8 October 2020
  • 7 replies
  • 106 views
M
Rank

 Hello, I have a question about automations in a multiple customer portals setting : How can I change the customer portal all links in automation's notification email?


We have several portals (4 to date, maybe more later).

Each portal is designed for a distinct type of customers (external and internal customers).


My problem is: i want to adapt customer portal linked in the notification emails sent to customers and agents following the portal were the ticket originated from.


Is it possible?

If yes, How?


Thanks for your help!

Mathieu.


7 replies

suprabha.somanathan
Rank

@mathieu.mertz - You could make use of the placeholder, {{ticket.portal_url}} instead of {{ticket.url}} in the email, to send out ticket links corresponding to the portals.

 

 

Cheers!

Suprabha, Freshdesk Community
saadi
Rank

same here. kindly explain me

Keer
Rank
Userlevel 5
Badge +12

@saadi You would be able to find an option to insert a placeholder when you click on the notification you wish to edit. 

 

 

Upon clicking, you can choose a ‘Product specific ticket URL’ on the list of placehodlers displayed. Let us know if you have further queries. 

 

Keerthana, Freshdesk Community

Cheers, Keer, Freshworks Community Team
markjames9

You would be able to find an option to insert a placeholder when you click on the notification you wish to edit

sadi
Rank

great

MarkMcChlery
Rank
Badge

Can you create email notifications for portal initiated tickets and NOT for email initiated tickets?

S
Rank
Userlevel 3
Badge +5

Hi @MarkMcChlery,

 

Yes, you can create an automation rule under Admin->Automations->Ticket Creation->New Rule as seen below where you can check if the source is “Portal” and send an email to the requester. 

 

 

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