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Can I submit a form link to a customer so they can update the ticket severity level?

Kelly Willis
Kelly Willis June 15, 2023

Can I submit a form link to a customer via comments / email so they can update the ticket severity level? Severity Level is a field on all of our tickets.

I don't want to make any new tickets. 

Ideally I would like my customers to receive the auto "Request Created" and reply back with this information so my automation can escalate the issue accordingly. Can this be done? 

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