Solved

Public urls not properly clickable

I have configured my system to automatically send every new ticket an email including the public url. The link in the email results in a missing page (404). Upon closer inspection it appears the url is correctly displayed as 


https://mysite.com/public/tickets/a6ab207bbc81cb850aefac770096d13b775d205def79ff015adc2dfc52dd7b00


However when clicking on the link the url in the browser displays as .../ticket%20%s/...


What is the solution?


Hello Tom,


Can you please remove the link and then include it using the {{ticket.public_url}} placeholder (you can access this from the Insert placeholders option)? That should do the trick.


Cheers!

I am using {{ticket.public_url}} already and I inserted it using the Insert placeholders option. 

It still has the problem.


The url is displayed properly but when clicked the browser inserts %20% in the URL

Looks like there is a bug in Freshdesk's system. I looked more closely and the url has a space in it. Here's the actual link:


https://irvinewatchdog.freshdesk.com/public/tickets/a6ab207bbc81cb850aefac770096d13b775d205def79ff015adc2dfc52dd7b00


notice it's displayed as .../tickets/...


However in the code there is a space so it's ../ticket s/...


That space is causing the problem. I'd  open a ticket but as a free user I'm not allowed to.


Maybe someone else can report this.



Not to worry, Tom. I'll check this with the team and help you with an update soon. I tried to recreate this with my test instance but wasn't able to do so. Seems very random with specific accounts. 


Cheers!

Tom,


Can you log a ticket in your helpdesk with aravind.s@freshworks.com as the requester and share the link via the rule? It will help us to debug the case further.


Cheeers!

Ok done.

is anyone looking at this?

@Tom, We've fixed the issue with the malformed public ticket url. Please check and let us know if you're still seeing this error.


Cheers!

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