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KathrynKathryn 

Self service portal - can we add a link within an email to a specific case?

We have an email that alerts a customer that a new case comment has been added to their case.

At the moment I've got a URL within the email that sends them to our self-service portal login page, but I'd really like to send them to the specific case. I do this for our internal contacts using a Case.Link field if they were using Salesforce but these are our external customers who will only see their cases via the portal. Is there another field that we can use that does the same thing?

As customers list of cases builds over time this will become an increasing issue for us as we only use the standard version of the portal and the display is a bit limited.

Many thanks

Kathryn

smoodysmoody
I've never really thought of that. That's an excellent idea and for companies with large amounts of cases, it's pretty much required.

I'll do some digging but I'm not optomistic that it can be done with the current SSP setup.