Visit Freshworks.com Visit Freshworks
Question

Full source URL in tickets

  • 25 December 2023
  • 4 replies
  • 73 views
alien.overlord
Rank
Badge

I see that when tickets are created from the feedback widget, they contain browser version, OS version and URL. However, all URLs are just top-level domains (https://example.com) and not full URLs from which the tickets are submitted (for example, https://example.com/from/this/page.html?a=123). Is there a way to see the exact URL from which a ticket was submitted? Thanks.

4 replies

Niran
Rank
Userlevel 1
Badge

Hi @alien.overlord,

Is there a reason why you are using feedback form instead of help widget for creating tickets?

If ticket creation is the only requirement here, then you can use help widget where the complete url of the page will be fetched.

 

 

alien.overlord
Rank
Badge

@Niran I am using the widget (“I see that when tickets are created from the feedback widget”). Instead of the path that you see as “/en/support”, I see “https://mydomain.com” for my domain. When I hover over it, it still just shows the domain without path.

I assume that there’s a bug in the widget form which prevents it from detecting the current URL for my website or maybe there’s some flag or setting that I should set?

Niran
Rank
Userlevel 1
Badge

Could you please create a new widget from the Admin settings > Widget > create new widget & Embed that widget, to see if still have the same issue?

Kajal Vats
Rank
Userlevel 1
Badge +1

Hi @alien.overlord 

Greetings for the day!

This data is obtained based on the referrer policy in your website and if the referrer policy in the page where you have placed the widget restricts other sources from retrieving the origin, the detail of your home page will be pulled by the application and it will be displayed in the format which you had reported.

Here is the technical explanation of the same - For a website, which has the referrer-policy as "strict-origin-when-cross-origin" (https://www.w3.org/TR/referrer-policy/#referrer-policy-strict-origin-when-cross-origin), when a same-origin request is made, the entire URL is sent as the referrer in the request. But for a cross-origin request (Like the Freshdesk widget), only the origin of the requesting client is sent as a referrer. That is when this referrer policy is used, only part of the information is sent across to Freshdesk and thus the meta tag displays the origin as "//undefined"

Feel free to drop a note for any further help.

Cheers,

Kajal, Freshworks Community

Reply


Terms of UseCookie settings