Confirm Resolution voting links in email

Question

Hello, 
 I'm sure it's something small we are missing, but we cannot get the voting buttons (Yes/No) to show up in the email updates for the tickets. It appears fine in the UI but they are missing from the emails. We have a "Confirm Resolution" status type that we have enabled for prompting the client to confirm ticket resolution. What are we missing?

percyplant · Answer

Can you check that you DON'T have the following ticked: 
 Setup - E-mail - Options - Do Not Include Links to the Web Interface 
 Tool Tips says:- 
 Do Not Include Links to the Web Interface ------------------------------------------ If checked, e-mail sent to Clients by the Web Help Desk will not include URLs pointing to the web interface of the Web Help Desk. 
 This setting facilitates Web Help Desk that interface with Clients through e-mail only. 
 Note: Ticket resolution confirmation requires the web interface. Consequently, if web links are disabled, Tickets with one of the "Resolved" Status Types (see Setup > Tickets > Status Types > [Status Type] > Prompt Client to Confirm Ticket Resolution) will NOT include links for confirming that the Ticket has been resolved.

percyplant · Answer

look to see if client are being sent html emails... Setup - E-mail - Options 
 
 And... Setup - clients - Options- Use HTML E-Mail 
 If clients can edit this and disabled "Use HTML email" then they will be sent plain text emails, which will not have links for yes and no. The message for me looks like this: I personally think that it's a bug, where they should provide full URLs in the body of the plain text emails, so that email client like outlook would make them clickable. 
 If you change everything to Default to HTML, and stop client from editing the option within the Profile tab. 
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 To top this all, are any of your clients also linked to techs accounts? 
 As each Tech can also choose within their tech profile their preferred option (although I've not tested yes/no emails for techs).