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But when customer click on it they just get routed to closed ticked in browser to click on smile and leave optional comment. So why bother to send 3 links in email if they just direct to ticket anyways?
I can see what you mean by the link visuals. Their intended design was to link each one to a different smiley face, though that part wasn't really developed fully. The functionality there is that each links back to the incident for potential feedback from the client. We'll leave this post up as a future enhancement so that those links can be improved down the line.