Using Ticket Links

You can include a link in your PSA ticket emails that directs users back to the ticket in the CloudRadial portal. You can use either a direct link that requires a user to log in before they view their ticket, or a "no login" link that logs the user in as the ticket contact before viewing.

• Locating the Ticket Link for Your PSA System
• Adding the Link to Your PSA Outbound Emails
• Ticket Link Best Practices

Locating the Ticket Link for Your PSA System

To find your ticket link:

1. Navigate to Partner > Settings after your PSA system has been connected to your tenant
   • If you do not yet have a PSA system connected, the option will not be available. 
2. Look for the Ticket Links (for outbound emails) section
3. Copy the URL for the ticket link

Adding the Link to Your PSA Outbound Emails

You may choose to add this link to any outbound ticket email of your choosing. We recommend adding it to the email templates within your PSA that reference ticket updates and ticket closures, specifically.

• For ConnectWise:
  • Navigate to System > Setup Tables > Search "Email Formats" in the Table column > Locate your specific email templates.
    
    
• For Autotask: 
  • Navigate to Admin > Notification Templates > Service Desk > Locate your specific email templates.
    
    
• For Syncro:
  • Navigate to More (in the navbar) > Admin > locate Syncro Administration > Select the option for PDF/Email Templates > Locate your specific email templates. 
• For Kaseya BMS:
  • Navigate to Admin (tab) > Business Process > Email Templates > Locate your speciifc email templates. 

Ticket Link Best Practices

• For security, the direct link is the preferred method.
• For convenience, the no-login link is the preferred method.
  • Click on the Regenerate Token link to initialize this link. This option is found directly under the direct link, as pictured in the image above.
  • Please note that the "no login" link will log in the user as the ticket contact. If there is no contact on the ticket, then this link will not work.
  • Also, this link will not work for any tickets tied to CloudRadial Partner administrators.

For the Email PSA option, Syncro, and Kaseya users, the auto login ticket link feature will not be available.