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[resolved] Direct link to ticket in auto response not working properly


I like the idea to provide a direct link to the online ticket in every email, but somehow it does not seem to work properly.

Here's an example

1) A ticket is opened via email

2) Automatic reply is sent, assigned ticket ID is 318434
Email contains the link to "Check ticket status online":

However, the link does not lead to the ticket, but only to a page where one can require the direct link:


3) From there, the direct link can be required. Then, the following link is provided:

This is exactly the link I was looking for. Is it possible to include this link directly in the automatic reply, without first having to inquire it?

The variable being used to generate the link is %{ticket.client_link}. That's part of the default template, and I hadn't touched it.

Thank you!


  • I think that you would have to build the url yourself using:

    aka you would use this in your template:{ticket.auth_token}

    You can also try using %{recipient.ticket_link} variable.

    note: this is hearsay and how I think it should work, and have not personally tested it.  So please let me know how you make out with this.
  • Hi ntozier,

    thank you very much for the idea. I'll try that and post my findings here.

  • Hi ntozier,

    thanks again for looking into it. The following works perfectly:

    Click <a href="%{recipient.ticket_link}"> here</a> to access this ticket online.

    Thank you very much, that's exactly what I was looking for!
  • Very welcome. :)  I'll mark this thread as resolved and close it.  Thanks for getting back to us, and please do not hesitate to post again if you have another question, comment, concern, query, wonder, etc.
This discussion has been closed.