Awesome Support Documentation

Click-To-View Email Template Tag

Two new template tags that make it easy to view a ticket are included with the Productivity Powerpack.  These are:

  • {click_to_view_url}
  • {click_to_view_link}

These tags can be used in any email template located under the TICKETS->SETTINGS->EMAIL tab as well as the email templates included with our Notifications, Automatic Close and, of course, this Productivity Powerpack add-on.

What They Do

When either of these tags are included in an email template, the user can click on the associated link and immediately view the ticket WITHOUT LOGGING IN.  With these links combined with other premium add-ons, you can create a complete support system for your guest users where they never have to log in or access their accounts:

  • The GUEST TICKETS add-on allow your new users to enter a ticket without having an account (it will create an account automatically)
  • The EMAIL SUPPORT add-on will allow your new users to receive email notifications with the text of agent replies to tickets and to add new comments to the ticket simply by replying to the email
  • This add-on (PRODUCTIVITY POWERPACK) will allow you to include these new links so the guest user can view the full ticket at any time without logging in
  • The SATISFACTION SURVEY add-on will allow you to include links to allow the user to close ticket and rate your service in one step
  • The EMAIL SUPPORT add-on will allow users to open new tickets simply by sending an email to your support address

Enable the tags

Because there is a small performance penalty when these tags are use you first need to enable them.  Please make sure you read the CAVEATS section below before enabling these tags.

To enable the click-to-view tags:

  • Go to the TICKETS->SETTINGS->PF OPTIONS tab
  • Scroll down to One Step Click-To-View section located close to the bottom of the page
  • Click the first checkbox in that section
  • Click the SAVE button at the bottom of the page

Once enabled, they can then be used in any email template.

Pro Tip: WordPress sometimes tries to be “helpful” when inserting links in the editor by automatically including quotes and the “http://” or “https://” prefixes.  This is not needed so you’re usually better off inserting these tags in the TEXT tab of the editor.

Caveats

There are two small caveats when using these tags:

  1. A performance penalty will be noticed when an agent attempts to view a ticket in the WordPress admin console – it might take a bit longer for the ticket to be displayed.
  2. Every time a user clicks the link, a WordPress warning will be shown in the error-log file.  This does not hurt anything but it can be scary to see them in there if you’re not aware of the possibility ahead of time.
  3. The links will allow anyone with access to the email to see the ticket.  This could be a security issue which you must weigh carefully before enabling the feature.
Note: This function is available in version 2.1.0 or later of this add-on