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Simpler mechanism for generating the public ticket URL

Related products:Freshdesk
  • August 11, 2021
  • 0 replies
  • 41 views

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I really like having the ability to allow, generate, and use public ticket URLs, but the actual URL itself is only able to be generated as part of an email template right now. 

I have two use-cases for having a more direct UI for this:

As an agent, I'd like to be able to click on something directly in the ticket UI that'd give me that URL so I can, for example, paste it into a customer slack channel without requiring them to login to view it.

As a logged-in customer on the portal viewing one of my tickets with its private link, I'd like to be able to share that ticket by its public URL with other team members so they can track the progress (even if not cc'ed on the initial request). And as a company, I'm just fine with them generating those from the online ticket UI even if it never appears in any of the email messages.