Ticketcloud is an online platform where people who emailed you a support question can see the conversation they are having with your support team and reply there instead of via email.
Up until now, the url to the online platform was by default always in the reply email to your customer. To give you some more control, we’ve made this into a setting: from now on, you can choose whether you want to send the link to Ticketcloud or not.
In the general Settings, you can choose to have this toggle on or off by default. Just navigate to Settings > Tickets > Preferences to choose your prefered value.
Note: activating this setting does not have any influence on previous ticket conversations. The url will still be visible in older emails.
Why is this useful?
It gives you more control about what your customers get to see and what not. By turning off the access to Ticketcloud, your customers will only be able to see the current conversation. They will also be forced to reply via email instead of on Ticketcloud itself.
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