We would like to have automated emails with a link where the customer can click whether their problem has been solved or not.
So that just clicking on the link triggers an automatic closing of the ticket without the customer having to log in and change the status separately.
For example:
We have not received any reply from you for 7 days.
Has your problem been resolved in the meantime?
Click “HERE” for Yes,
or "HERE " for no to continue answering the ticket.
Title: -short description of the feature/enhancement-
We would like to have automated emails with a link where the customer can click whether their problem has been solved or not.
So that just clicking on the link triggers an automatic closing of the ticket without the customer having to log in and change the status separately.
For example:
We have not received any reply from you for 7 days.
Has your problem been resolved in the meantime?
Click “HERE” for Yes,
or "HERE " for no to continue answering the ticket.
Usecase environment:
average concurrent agent count? 20
average tickets a day? 50
what roles/people are involved? admin, agents and customer
everything else which you think is useful to understand your usecase? The link that will be created have to be interactive
What is the idea or pain point:
describe what is the problem you like to solve? avoid giving every customer who has not contacted us for a long time and may be “lazy to write” the opportunity to close a ticket only via a link
why is it not solvable with Zammad standard? Zammad has no interactive actions via email
Expectation (not solution):
descibe WHAT is your expectation / WHAT do you want to achieve
Configuring interactive actions in Zammad that can be triggered from an email or the web