We send an auto-reply to all incoming customer requests in which we include links to our website on how they can solve some of their questions themselves, like delivery status or details on returns for example.
It would be great if we could include a link with the ticket number as a variable to let customers close their tickets themselves if they have already found a solution by simply clicking a link in our auto-reply. This should work without having to visit the portal.
Ideally, customers should be taken to a customizable page with a success message and also receive a short reply informing them that they successfully closed their ticket.
As previously suggested by
Also, Zendesk is even offering this in combination with suggesting fitting solutions depending on the topic of the request:
