Several of the techs here prefer to use email notifications instead of logging into the helpdesk. However, sometimes the request requires them to log in and see the message after all, usually on their smartphone while in another building. So, it would be a great option to allow the URL to be embedded in the forwarded message so that the tech could just click a link and be taken right to the ticket, rather than having to log in, then search by subject or navigating to their own queue.
CHD-1392 was asking for ticket mask URLs in the watcher notifications. It's marked as wishlist at the moment but if we're going to build in custom watcher notifications (CHD-839) in a scheduled release, you might want to add #ticket_url# to the list of tokens.
Improvement
Resolved
Ticket mask URL in email?