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Survey link missing from closed ticket email

Updated February 19, 2018

Overview

After you upgrade to Web Help Desk 12.5.2, plain-text emails sent after the ticket status is set to Closed no longer include a survey link even when it is applicable. The configuration at Setup > Email > Options is as follows:

 

Email_Options.PNG

Environment

  • Web Help Desk 12.5.2 +

Cause 

The new API in use omits the link when email is in plain-text mode.

Resolution

  1. Go to Setup > Email > Options
  2. Enable 'Default to HTML' and Save.

 

Email_Options_Result.PNG

 

 

 

 

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