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Action buttons in solved email

  • July 25, 2018
  • 5 replies
  • 0 views
I

 Hi,

Is there a link or action i can add to a HTML email that would provide the option for customers to reopen a ticket?

Flow:

Agent submits ticket as solved
Trigger fires to send solved email notification to customer
Customer feels ticket is not solved and presses "Not solved" button in the email body
Ticket is reopened

I'm hoping this may help stop the "Thanks" emails reopening tickets.  The opposite button would be "Everything is ok, leave feedback" and drive the CSAT process

I've looked at the API, and you can push updates to tickets through it, but need a way to fire this from the email, as it requires authentication as far as i can see?

Any ideas?

Cheers

Ian

    5 replies

    J
    • Jalle
    • August 3, 2018

    Hi Ian,

    We're not seeing a lot of those tickets and we believe this is due to the fact that we sent our CSAT in the final notification upon ticket solving.

    • So Agent submits ticket as solved
    • Trigger fires solved email notification, including CSAT request
    • Customer says thanks by rating the ticket as "Good"
    • Customer responds when they feel issue has not been resolved

    Perhaps this could work for you and your business as well?

    KR,
    Jalle

    Nicole17
    • Nicole17
    • August 3, 2018

    Thanks for sharing that workflow solution, Jalle. 

    I
    • Ian23
    • Author
    • August 3, 2018

    Thanks Jalle,  yes that works.

    I found the following with the URL's to drive the CSAT in Zendesk

    https://support.zendesk.com/hc/en-us/articles/203662256#topic_dwy_gyv_cc

    J
    • Jessie17
    • August 3, 2018

    Thanks for sharing, Ian!

    G
    • Git-Zen12
    • June 1, 2020

    I know that this thread has been around for a little while, but in case anyone else stumbles upon this question - you may be interested in our Zendesk Marketplace app, Klick-Zen - it does exactly what you are asking.  You have the ability to create a button to add to customer emails, that can take a variety of actions on the ticket.

    Check out our website for more information:

    Klick-Zen

    Thanks!

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