Requiring a manager to log into GLPI just to approve a ticket is unnecessary friction – and friction causes delays, follow-ups, and frustration.
The problem
Approval flows, solution validation, and satisfaction surveys depend on the recipient accessing GLPI to take action. For managers, external clients, and users who rarely enter the system, this represents a real barrier. The result is backlogged approvals, tickets stuck waiting for an interaction that never comes, and support teams spending time on manual follow-ups. Satisfaction surveys have near-zero response rates when they require login.
How Mail Interactions works
The NexTool Mail Interactions module adds email tags to GLPI that generate unique and secure links for each action. The recipient clicks the link, performs the action on a public page without authentication, and GLPI is updated automatically.
- Approval and rejection of validations – tags
##ticket.approve_link##and##ticket.reject_link##to include in notification templates. The approver clicks, optionally adds a comment, and confirms – no login required. - Solution validation – the requester can confirm that the solution resolved the problem (closing the ticket) or reopen for further assistance, all via email.
- Satisfaction survey – links with pre-selected scores (
##ticket.satisfaction_link_1##to##ticket.satisfaction_link_10##) allow the user to respond to the survey with a single click, without opening forms. - Tokens with expiration – each link is valid for a configurable period (default: 7 days) and automatically invalidated after use, preventing duplicate interactions.
- Mandatory comments – it's possible to require justification for rejection or reopening, improving record quality.
- HMAC security – tokens are derived from a secret configured on the server, making it impossible to forge or reuse links.
How to activate
- Install NexTool on your GLPI 11
- Go to Setup > NexTool > Modules
- Activate Mail Interactions and click Configure
- Include the desired tags in GLPI notification templates (Setup > Notifications > Templates)
Who is it for
Mail Interactions is recommended for any organization that uses approval flows in GLPI and faces slowdowns because approvers don't access the system frequently. It's also especially valuable for service desks that serve end users without GLPI accounts, allowing them to validate solutions and respond to satisfaction surveys without any access barrier.
Compatibility
- GLPI: 10.0+ and 11.0+
- Plan: On demand
- Plugin: NexTool 3.x+
Next step
Mail Interactions is part of NexTool, an ecosystem of modules to expand GLPI without code customizations. Contact the team for a demonstration.
This content was produced with the assistance of artificial intelligence and reviewed by the Nextool Solutions team. Screenshots are from the real GLPI environment with the NexTool plugin.
