In Retently you have the ability to view the specific ticket that a feedback is associated with.
This button will appear in the Feedback widget in the lowest-right corner of the feedback.
You will be transferred to the Zendesk ticket that triggered this survey by simply clicking on the button.
Troubleshooting: the button doesn't appear in my account
To ensure that this feature is enabled in your account, make sure that you are passing the
"ticket_id" and "ticket_url" properties. Alternatively, use this code in the JSON body of your trigger message in Zendesk:
{
"email": "{{ticket.requester.email}}",
"first_name": "{{ticket.requester.first_name}}",
"last_name": "{{ticket.requester.last_name}}",
"company": "{{ticket.organization.name}}",
"tags": "{{ticket.tags}}",
"ticket_id": "{{ticket.id}}",
"ticket_url": "{{ticket.url}}"
}