creating a email button on the form

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I have a form called "tickets" for the customer. The app is built for the customer service database. Everytime customer calls in, our customer service team creates a ticket that have all the information and the problem.

What I want to do is that create an email button on this form so that when the ticket is resolved, my customer service team can click on the button and send the email straight to the customer which is the customer's email that my CSR team filled out in the ticket at the beginning. I read some of the community questions regarding to this problem but not sure where to start. I also tried some of them but it did not work for me. Can someone please help with this? 

Thanks!!
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Sales Info

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Posted 2 months ago

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Everett Patterson

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Have you considered using Notifications? When a new ticket is created, then send an email to the email addresses in the field

What content do you want in the email or start a blank email for customer service team to fill in?



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@ sales info,

You will need to open up those tables to be viewed by everyone on the internet.  I suggest reading up on that.  You will need to set up a Role and turn off all the UI settings for as much as you can.

Also note that when you build the URL to  invoke the mail to, it is a URL and that process is very sensitive to special characters in the text.  ie, the email will fail to populate completely.    So you will need to URLEncode  in the formula; such as

"mailto:"&""&[PR - CR - Email]&"\n"&"?subject="&"\n"&URLEncode([subject]) & [Ticket Number]&""&"&body="&URLEncode([Email body])&[Ticket number LINK]&""


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Sales Info

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Thanks for the warning about the URLEncode!!!
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Everett Patterson,

Can you please help with the problem that I have using another method? 

Also, I tried your method and it worked. However, the email is sent to must be a specific email, or group email which I don't like. I want it to be sent to the customer's email in the ticket. 
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Everett Patterson

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Also, I tried your method and it worked. However, the email is sent to must be a specific email, or group email which I don't like. I want it to be sent to the customer's email in the ticket.

Did you use these options? The customer's email in the ticket is an email field, not just a text field?

Permissions - Open: Emails sent openly to anyone
Notify Whom - The email address listed in the field: [Email field name]
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Sales Info

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Everett Patterson,

I tried your method but it's not working. can you please walk me through this in details? Thanks!!