Allow the customer to respond with YES or NO, in a comment sent by email.

[Danielle Dakaud]

Hello Team.

Just to know if it is possible, when a ticket is solved 7 days ago, can we create a rule by sending an email to the customer asking him to respond with YES or No, if the ticket can be closed?

Thanks for your help

Danielle Dakaud

[Danielle Dakaud · Accepted solution]

Hi jack,

In fact what I was wondering is whether it was possible to insert the Yes and No buttons so that the customer had the option of clicking on one of the buttons.

Thanks

Regards

[Jack Brickey]

Hi Danielle,

Have you considered simply requesting that the customer close the issue from the portal? You can expose the transition to close the issue on the portal such that the customer can resolve issues themselves. If you work entirely in the email world then you could indeed send an email requesting that they respond yes or no and then use automation to parse the email response. However this is obviously not reliable since the customer could respond with “sure close it” and if you happen to be looking for “yes “then the automation rule would fail.

[Jack Brickey]

Pulling the conversation back up to the original thread…

If you're talking about adding a yes no but within an email then no there is no way to do that. If you were referring to being able to do this from the portal then that already exist by exposing the transition to the customer as illustrated below.