The default template for the customisable CSAT includes the ticket subject hyperlinked with the ticket URL.
As an organisation that does not allow end-users to sign-in to view their requests, it would be great if we had the option to remove the link/customise or remove the entire line to prevent any confusion.
It would be useful to be able to use a customer field instead of subject line. Sometimes ticket subject does not reflect the current conversation or may not be something you want the customer to see, especially if they are very unsatisfied.
massive +1 to this.If we could get a placeholder for the URL instead of the entire "section" we do not have the public ticket portal activated and clicking this link is going to cause confusion.
Yes this is a good point. We also haven't activated the end-user sign-in. I assume in this scenario if the customer clicked on the link it would take them to the sign-in page. I feel this is an unnecessary point of friction for the customer.
Agree with OP and all above points.
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