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Other: Support Request Email: include a link to the request within the portal

Completed
Peter VanderMeer User
  • Edited

If you are not the primary owner of a request but get added later on, you only receive updates via email, which is a disjointed, unpleasant experience to mentally piece-together the conversation. 

The request number is already included in the email as so:

Hi <name>,

Your case (<request_num>) has been updated. To add additional comments, please reply to this email.

I would like to request a change to this template, to something like this:

Hi <name>,

Your case (<request_num>) has been updated. To add additional comments, please reply to this email or visit the request within the portal here: https://support.fivetran.com/hc/en-us/requests/<request_num>

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Comments

1 comment

Date Votes
  • Official comment
    Megan Daly User

    Hey Peter, 

    When someone is added to a ticket via CC, they should receive email updates to the ticket, and if they have an account, they can also log in to access their 'My Cases' inbox to view and reply to any tickets they're included on.

    I've updated the email template to reflect the above and provide a direct link to help you and your team access replies easier. Thank you for the suggestion!