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https://blog.fortifi.io/2017/05/support-tickets-view-ticket-online.html
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Online Ticket View
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An exciting new feature for Support Tickets is our Online Ticket View. Using this your customers can view the full history of a Support Ticket directly in a web page where the can also send replies without having to use their email client. Customers can access the Online Ticket View by clicking a link which is now added by default to the bottom of all Support Ticket emails. To enable or disable sending the Online Ticket View links in emails page go to the Brand Settings page and click on Ticket Options under Support: Ensure this is enabled and then send out Support Tickets. In the footer of the Support Ticket email will be a link to view the ticket online. Clicking this the Customers will get access to the Online Ticket View, which displays the Brand Name, Logo and is coloured using the Brand colours, ensuring this feels like an extension of your Support features for your customers:
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