{update_ticket_url} is blank

[sunrisepro]

My ticket emails are not including the link to update the ticket, it's blank. Both the html & text versions include the merge tag

{update_ticket_url}

Why would this happen?

[Jono]

Are you speaking of the email sent to staff members when a ticket is updated?  That tag is not available in that email template.  When editing an email template, the "Available Tags" section just above the text/html input lists all tags that are available to the template.

[sunrisepro]

4 hours ago, Jono said:

Are you speaking of the email sent to staff members when a ticket is updated?  That tag is not available in that email template.  When editing an email template, the "Available Tags" section just above the text/html input lists all tags that are available to the template.

I'm talking about both the emails sent to staff and the emails sent to customers (either for tickets received or updated).

I know that the 'available tags' are no the only usable tags because this is in my template going to staff and all of these merge fields are filled out correctly in the emails:

Ticket #: {ticket.code}
Status: {ticket.status_language}
Priority: {ticket.priority_language}
Department: {ticket.department_name}

See this email screenshot: https://nimb.ws/LQTZ6x

[Jono]

Those are all included in the {ticket} tag which is listed in available tags.  Occasionally there are undocumented tags though, you are correct.

The update_ticket_url tag is currently only available in the Ticket Updated email that is sent to the client, though https://dev.blesta.com/browse/CORE-3347 adds that to the Ticket Received email as well.  If you would like similar links to be included in the admin emails, you can create a feature request here https://requests.blesta.com/.