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Include URL to ticket in Escalation Emails

Related products:Freshdesk
  • Jun 13, 2013 12:11 AM UTC
  • 2 replies
  • 34 views
Contributor

Why not include a link to the original ticket in the escalation emails?  This would make it much quicker to get right to that ticket.

2 replies

aravind.sundararajan
Skilled Expert
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Hello,


The response violation emails, by default, have the ticket URLs added so that it makes it easier for the agent to navigate to a specific ticket. You can also edit this template available under Admin -> Email templates -> Agent notification templates section.


Cheers!

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Contributor
  • support1
  • Contributor
  • Dec 27, 2018 2:27 PM UTC

Hello there!


We added to our notification templates the line - 

Please follow the link  to view the ticket : https://ndsn.freshdesk.com/a/tickets/{{ticket.id}}


You can add it to the reply template like you add a signature for example, and the agent or the requester has a link


Hope it helped!

Have a good day

Avital



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