How to include ticket details in agent new ticket notification
As per the title, I would like to read/reply to the ticket without having to log in to the web portal. Currently the agent new ticket notification offers no ticket details, only the URL to the portal.
Should clarify that I mean email notifications and email updates.
Not sure I understand what you want, but it is easy to add ticket details in a notification. Go to Admin >> Helpdesk Productivity >> Email notifications and change the New ticket details. See attached screenprint.
However, I find the app (I use Android) a much better way to reply to tickets without logging in to web portal.
Hope this helps.