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Question

Public ticket URL request log in

  • 6 January 2023
  • 5 replies
  • 105 views
fesma-bh
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I cannot acces any tickets with their corresponding public ticket url. Instead I am forwarded to a login page. I have requested the public url via placeholder {{ticket.url}} and the settings should work aswell. See screenshot below:

Any ideas?

5 replies

S
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Hi @fesma-bh,

 

I believe the public ticket URL placeholder is {{ticket.public_url}}. Could you please test this URL and let us know?
 

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

fesma-bh
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Hi,

 

according to a couple of older entries in the community, a switch was made from {{ticket.public_url}} to {{ticket.url}} …

Nonetheless I tried your suggestion, but the placeholder {{ticket.public_url}} does not seem to exist anymore. I created a canned response with both placeholders in it:

 

{{ticket.public_url}} is just displayed as {{ticket.public_url}}

and

{{ticket.url}} generates a URL

S
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Hi @fesma-bh,

 

Could you try removing the formatting present in the the canned response and then check the URL? It seems to display a public URL when I test in a personal account.

If the issue persists, you can drop an email to support@freshdesk.com with your account details and they would be able to assist further.

 

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

 

fesma-bh
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Hey Sona,

 

thank your for your reply. I am not sure what you mean by “formatting present”. Could you please clarify that?

 

But now that I have seen your screenshot, I believe that there is something else wrong. Our URLs created by {ticket.url} look like this:

COMPANY.freshdesk.com/helpdesk/tickets/TICKET-NUMBER

S
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Hi @fesma-bh,

 

I was referring to clearing/removing the formatting of the content in the canned response using the “Clear formatting” icon as seen in the screenshot below. I would recommend raising a ticket with Support(support@freshdesk.com) to check further if the issue persists.
 

 

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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