Public Ticket Link

My team would love to have the ability to quickly create a public link to a ticket that shared all of standard information that the requester would typically see like approval information, public notes, etc but without requiring the person viewing the link to login. 


Use Case: 

We use our ticket system as also a sort of purchase order system & delivery tracking. It would be very useful to provide 3rd party vendors access to a live tickets for tracking updates without having to grant them an agent account or make them the requester/CC.


Potential Issues:

This could certainly be a security risk for some customers. In that case some compensating control such as:

  • a report of all created public links under reporting
  • control creating links at a group or role 
  • enforce requiring approval for any links

1 Comment

Ryan, this functionality is already present but can be difficult to get to. Anywhere you have the option to use the "Insert Placeholder" menu, the ability to add a "Public Ticket URL" is available (see attached screenshot). This gives a person view-only access to their ticket without logging in. We add this to our "new ticket received" emails along with the normal ticket URL. We have a lot of non-domain users that contact us and this enables them to keep to track of their ticket.


Thanks,
Greg

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