The simplest way to implement this feature and enhance your customer support experience is by including a link in an automated email sent via your CRM. This email will be triggered and sent to the customer as soon as they add a new comment to the ticket.
How to Set It Up
1. Copy Your Public Page Link
In your SnapCall Dashboard, click on the "View Public Page" button located in the bottom-left corner.
A new tab will open—copy the link from there.
2. Add Dynamic Variables to the Link
If you're using Zendesk, add at the end of your link the following formula:
?supportType=recordVideo&customerEmail={{ticket.requester.email}}&ticketid={{ticket.id}}This allows SnapCall to identify the correct Zendesk ticket where the media should be added, while also eliminating the need to ask the customer for their email address.
3. Create or Update a Zendesk Trigger
Navigate to the Zendesk Admin Center and use the search bar on the left to find triggers.
Either create a new trigger or modify an existing one that automatically sends an email to the customer when they respond to an agent’s message.
If you don’t have a trigger for this, set one up with these conditions:
Conditions:
'Ticket' is 'Updated'
'Status' is 'Open'
Action:
'Notify by > User email'
'Ticket > (requester)'
Finally, insert the SnapCall link into the email body and save the changes.