When I try the public URL, its redirecting me to login page. Because of this, I am facing issues sharing it with customers
Hi,
Apologies for not getting back to you on this sooner.
Please navigate to Admin>Portals>Settings and check if “Anyone with public ticket URL” option is toggled on under User permissions for portal. If not, you will be thrown the “You are not allowed to access this page” error and will end up on the login page.
Also note, When an agent is logged into their account and they are currently in their agent session, the Freshdesk system while accessing the public URL/ a ticket URL would redirect them to the agent portal. Only when there is no ongoing session with their helpdesk, they would be taken to the customer portal.
Hope this helps! Feel free to write to us in case of any further questions.
Cheers! :)
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