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how to provide a link from dashboard to the custom portal view of the ticket

We only have 25 licenses and therefore have given the ability to non-license users to transition a ticket using the action buttons from the customer portal (e.g "Request more information" or "Assign to me"). These non-license users are checking the dashboard to view new tickets that they need to assign to themselves, or updated tickets that have new information - HOWEVER the "key" column with the link to the ticket takes the user to the read-only view of the ticket, and I need it to take them to the customer portal as this is the only place the non-agents can click on an action. So to be clear, I need the ticket ID link in the dashboard to transition to the customer portal view NOT the agent view (in which non-agents can only access read only).

Is there any way of doing this? I've considered whether I would have to create a custom field and potentionally do it that way but not sure this would work either.


Thank you in advance

1 answer

We also have this use case where I want to be able to add a column in a dashboard that has the JSD portal link not the /browse link (which redirects to an agent JSD view)

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