Infos:
- Used Zammad version: 7.1.0
Is there a way to automatically include a ticket link when an email is sent to a customer? Without having to use the workaround of adding the ticket link to the signature.
Thank you in advance!
You might want to take a look into the documentation, you can do this via variables
Yes, we can use variables, but the agent has to insert them manually or via text modules or in the mail signature. Is there a setting that ensures the email always includes the ticket link, just like in the notifications sent to agents?
And it shouldn’t be in a separate email triggered by a trigger.
Why not use a trigger for it? It‘s the ideal way. Your customer receives a ‚ticket created mail‘ without your agent having to interact.
That’s correct, but we’d also like to include the ticket link in the agent’s response to the customer. That way, the customer can view the ticket directly from our agent’s response and, for example, review the history again.