Answered

Enabling Portal URL disables viewing tickets without a login?

Last night we put our own CNAMEd domain into the "Portal URL" admin box. 


Previously, ticket links sent to customers (http://ourcompany.freshdesk.com/helpdesk/tickets/3889) went straight to the ticket. The new links (http://ourdomainname.com/helpdesk/tickets/3919) go to the login page rather than to the ticket. Our "Who can view tickets on portal" setting is on "Anyone with public ticket URL" but that doesn't seem to be the case.


The impression I got from support was that this is expected, and that there's no way to view a ticket without logging in first unless you're using the freshdesk.com domain.


Is that correct?


Best Answer

Hello Andrew,


That is definitely not the case. The tickets can be accessed by anyone by making use of the public ticket URL which would be in the format https://domainname.com/public/tickets/systemgeneratedtoken .


By default, the url  - domainname.freshdesk.com/helpdesk/tickets/ticketID or domain.com/helpdesk/tickets/ticketID  are protected behind a login and expects the user to be logged into the system to access the ticket information.


You can setup public ticket URL in the responses sent to the customers by making of the Insert placeholder option under Admin -> Email notifications -> Requester notifications section.


Cheers!


Answer

Hello Andrew,


That is definitely not the case. The tickets can be accessed by anyone by making use of the public ticket URL which would be in the format https://domainname.com/public/tickets/systemgeneratedtoken .


By default, the url  - domainname.freshdesk.com/helpdesk/tickets/ticketID or domain.com/helpdesk/tickets/ticketID  are protected behind a login and expects the user to be logged into the system to access the ticket information.


You can setup public ticket URL in the responses sent to the customers by making of the Insert placeholder option under Admin -> Email notifications -> Requester notifications section.


Cheers!

Great, thanks! Might want to verify that Mr. Mohan on the support chat has the details on that. ;)


Now I just need to get an SSL certificate on our support domain so people aren't getting a warning…

Thanks,Andrew. I had a look into the chat conversation and looks like the agent ( Ms.Roshni Mohan ) was trying to convey that a custom url behaves as a different site when compared to the default freshdesk url.


ie. mycompany.com/helpdesk/tickets is different from company.freshdesk.com/helpdesk/tickets . The reason why you were seeing a login screen in the custom domain is that , as an agent, you were already logged into company.freshdesk.com but not in the mycompany.com domain. Both these sites require login to look into the tickets.


Cheers!

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