Skip to main content
Closed for Voting

Highlight Conversation

Related products:Freshdesk
  • December 6, 2019
  • 1 reply
  • 23 views
A
Apprentice

 Hello.


We're working on an integration with Freshdesk. Our app is bringing ticket ID's and conversation ID's in to our platform and our customers are asking us: how can we click a link in the system which opens up Freshdesk and will highlight the agent conversation in question.


For example, they may be reviewing ticket #14 and the conversation reply ID is 44107722707.


Is there something I can put in the URL to highlight that conversation? Something like:


https://myhelpdesk.freshdesk.com/a/tickets/14#conversation-44107722707


or


https://evaluagenthelp.freshdesk.com/a/tickets/14#44107722707

1 reply

suprabha.somanathan
Community Debut

@Alex


This could indeed be done, it just involves a few seconds more (to generate the link).


Access the ticket URL say, https://myhelpdesk.freshdesk.com/a/tickets/14 and edit the same to https://myhelpdesk.freshdesk.com/helpdesk/tickets/14.xml


You should now be seeing the ticket in an XML format and you should be able retrieve the note ID of the exact conversation by searching for it with the content. The content is encapsulated under a <helpdesk-note> tag and scrolling down a little beneath the HTML content, you should be seeing a id tag, say - <id type="integer">50002414823</id>


To specify this exact conversation, the ticket link now could be https://myhelpdesk.freshdesk.com/a/tickets/14?notes=50002414823 where 50002414823 is the note ID.


Hope this helps!

Suprabha, Freshdesk Community
Terms of UseAccessibility statement