Can I get the public Url thru the api?

Hello Jason,

This is not possible currently. Could you give us a few more details about the use case for this requirement?

Thanks,

Rohit

Hi Rohit,

I'm very interested in this feature too. Here's my use case:

We have a web application for managing customer orders.

When a customer views an order in our web app, I would like to display a list of any support tickets relating to that order, and have them clickable as public links.

We have SSO set up with our web app, but for a number of reasons public links would make things much easier. Reason #1 is that an order in our app may be associated with many customers, so a public link means that anyone viewing the order in our app can access the ticket, not just the person who created the ticket.

Any chance this feature could be added? 

Hi Rohit,

I'd really like this feature. My use case is this:

We have a web app where customers can view their orders. I'd like to display a list of tickets related to that order, and have clickable public links. 

SSO doesn't really work for this use case because more than one customer can view a single order in our app. So Customer#1 could create a ticket for the order and Customer#2 needs to be able to view the ticket too.

Does that make sense? Any chance this feature can be implemented?

Thanks for the reply. I understand the use case clearly now and it definitely makes a lot of sense. 

I will take it down as a feature request for now and update this post when we take it up. We have a lot on our plate currently, so I cannot give an ETA right now, but we will keep it in mind.

+1

Using a Desktop client and would be useful to glean the tickets public URL.

+1

I'm also very interested on this feature. 

Hi all,

I had an answer from one of their support agents via email. Not sure if they have mentioned this publicly elsewhere. I haven't tried this yet, but it looks like this should be possible. Here's the email:

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Thanks Jake,

I've tried. Doesn't work the way I'm doing it.

I updated the custom field with {{ticket.public_url}}, ticket.public_url, public_url. None of them worked.

Thinking a webook maybe helps.

My custom web app is integrated with Freshdesk Support. Once the user logs in to my web portal, a support icon will be available on the home page of my web app, on click of which, the user will be directed to the Freshdesk Support. However, I do not want to show him the Tickets tab, or to be able to create a new ticket from here. I want a separate icon for ticket creation on my web portal (after login), on click of which, the user can open a new ticket. This is because among the logged in user, I only want licensed users to be able to create and view tickets, which I am handling in my web app. Please let me know if I need to use any API or freshplug widgets for this and if so which API??

The issue with using Dispatch'r is that it stops processing rules after the first match. That seems to mean that using this method would render Dispatch'r unusable for any other purpose.