Yes, this is possible. Please navigate to Admin > Workflows > Email Notification > Template > Agent Reply Template and click on "insert placeholder which would give you the placeholders available in the system. Kindly choose the placeholder "{{ticket.portal_url}}” under helpdesk options to add it in your reply and position it according to your preference.


This will insert a product-specific ticket URL inside a ticket rather than the generic ticket URL which would map the customers to the right portal. 



If you signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.