Hi!
I have an instance with multiple brands and Help Centers.
I also have Agents(ex Academy) that sometimes use Zendesk as an End-user(contacting IT) and therefore need to be sent to the Help Center instead of the Agent-page, when looking up own tickets.
When I use {{ticket.url/link}} I always link to the Agent-page if the requester is an agent :(
Is there a {{ticket.hc.link}} or something similar that makes sure the link always go to the Help Center?
Hi @it39, not that I know of, unfortunately. For these cases (that is, when requester is an agent), you'll need to create one trigger per brand and add the URL yourself to the notification (i.e. https://brandsubdomain.zendesk.com/hc/{{ticket.id}}).
Thx for your reply @zendesk13
That was the same alternative I could think of, but in an environment with multiple brands and multiple notification-triggers per brand, the administration will be huge. :(
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