URL Error in Customer Notification

[Waqar]

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Has anyone experienced wrong URL in customer notification. I have had 2 instances where customer received a notification to their ticket with URL that opens up another customers ticket. I checked if there tickets were merged but could not find any evidence.
Thanks in advance for your input.
Below is the email:
(REMOVED FOR PRIVACY)

[Klemen]

This indeed happens if the tickets have been merged.

- login to the admin panel
- open the ticket from admin side
- go to the bottom where it says "Ticket history" and check for any "merged" messages.

[Waqar]

Thanks Klemin,

The issue is that same link to one ticket has been sent over 300 times to customers who are not related to that ticket at all. This is happening since November 20th. Yesterday I created a ticket from my email and in the email notification it was the link to same ticket.

What to do? Please help. This problem needs a fix?

[Klemen]

I found the issue:

when you modified email notification template, you hard-coded that URL into it:
https://www.itihad.co.ae/cs/language/en ... ticket.txt

Replace the ticket URL in the template with this "special code"

Code: Select all

%%TRACK_URL%%

and the automatically-generated URL will be used (in Admin > Tools > Email templates).

[Waqar]

Thank you.