When a call is logged via our portal or email, the customer receives an email notification of the details of their call and a link that allows them to update the call via email. the mailto:html code on the escaltion email is;
<font face="Arial" size="2">You can also add a note to your
A URL can't have a space in it so the space is changed to a %20. I would rename "Update My Call" to "Update_My_Call". Well, actually I would use a link to a web page so they enter it directly into the Self Service portal and get used to using the portal. Not always possible but in my environment were trying to get away from e-mail, it's not nearly as reliable as going directly to the incident. They can add notes, attachments, and see what analysts have done. Far more useful than just an e-mail response ... if your users can use self service.