An outside customer follows and answers their ticket
Who is involved
| Role | What they do |
|---|---|
| Helpdesk agent | Files the ticket for the customer and shares the link. |
| External customer | Reads the conversation, replies and rates the service from the link. |
Step by step
- Helpdesk agent
Files a ticket choosing External requester and entering the customer's name and email.
What they see:A dialog shows the private link once, with a Copy link button.
- Helpdesk agent
Copies the link and sends it to the customer by e-mail or chat.
What they see:The agent keeps working the ticket.
- Helpdesk agent
Replies with a question, which opens the ticket, then presses Set pending customer.
What they see:The status is Pending customer and the first-response time is recorded.
- External customer
Opens the link without signing in and reads the conversation.
What they see:Only public messages are shown, never internal notes.
- External customer
Types an answer on the link.
What they see:The reply appears in the thread.
- Helpdesk agent
Looks at the queue again.
What they see:The ticket is back to Open with the customer's message in the thread.
- Helpdesk agent
Resolves the ticket.
What they see:The status is Resolved.
- External customer
Gives a star rating and comment from the same link.
What they see:The rating counts in the helpdesk's satisfaction figures.
Who is told what
The customer is not e-mailed by the system; the agent shares the link. When the customer replies, the assignee, or the desk's default person, is alerted if the ticket has one. The agent is not alerted when the customer rates.