Create a close incident button in email

[tordnordahl]

Hi,

we are looking into making our resolved emails more "friendly", one of the things we are trying to achieve is provide a button the user can click to automatically close the incident like "Yes, this is resolved please close my incident". How can we create this, is there any URL we can create to make the user close the incident without sending them to the portal forcing them to close it but hitting "close" on the webpage?

[Dubz]

Hi Tord,

We have an email template that goes out on our resolution notification. If the user is happy their incident is resolved, they can click the link and it sends an email back into SN which we pick up in inbound actions and update the state of the incident to closed.

[raves12]

Hi Tord,

YOu can achieve the same using Inbound email Actions. Refer below documentation:

Inbound email actions

You can create a URL in the email body that will redirect to an email template. Based on the response received in the instance you can set Incident fields.

Construct an email message with a template

[tordnordahl]

I am aware of the email templates, but I don't want to force them to send a mail, I would like to add a button to let them click that link to close the incident. Is that possible?

[Dubz]

You need the user to send confirmation that they are happy the incident if resolved. You can't (or shouldn't) take control of their email client and send messages on their behalf, so you need them to send that message. This method is 2 clicks, click the link and then click send on the message that is automatically generated.