In addition to the default location of tickets on your helpdesk, Freshdesk also supports public ticket URLs that can be accessed by anyone. These URLs make it easy to access ticket conversations when customers are logged out of the helpdesk, or when they have not registered for an account.

The public ticket URL is available as a placeholder under Email Notifications and Canned Responses. However, in order to use this placeholder, you'll need to enable the Anybody with a public ticket URL option; you can do so under Admin > Portal > Settings > User permissions for portal > Who can view tickets on the portal. 


If you have enabled the Anybody with a public ticket URL option, the ticket URL page will follow the same layout customizations as your Customer Portal by default. Additionally, you can also further customize the Public Ticket URL page as required.  



Public ticket URLs and Email Notifications


Including the public URL of tickets in email notifications will let customers open tickets directly from their emails, without pausing to log in to their accounts or trying to remember their password. Here's how to set it up:

  1. Login to your support portal as an Admin.
  2. Go to Admin > Email Notifications, and click Edit next to the notification you'd like to modify.
  3. Click on Insert Placeholder, and then click on Public Ticket URL to insert it into your email.
  4. Save changes. 





Public ticket URLs and Canned Responses


Just like your email notifications, you can also include the public URL of a ticket with canned responses; like so:

  1. Login to your support portal. 
  2. Go to Admin > Canned Responses > New Canned Response (or edit an existing one).
  3. Click Insert Placeholders, and then choose Public Ticket URL.
  4. Select Save when done.


Tip: Include the ticket URL with all email notifications, including your Agent Reply Template to send out a link to the ticket with every message. A public URL will mean that your customers can jump into the conversation within seconds without having to log in.


In addition to the default location of tickets on your helpdesk, Freshdesk also supports public ticket URLs that can be accessed by anyone. They make an easy job of accessing the ticket conversations when customers are logged out of the helpdesk, or when they have not registered for an account.
The public ticket URL is available as a placeholder under Email Notifications and Canned Responses which can be easily used in ticket replies. Please note that in order to use this placeholder you will have to choose Anybody with a public ticket URL option under Admin > Portal > Settings > User permissions for portal > 'Who can view tickets on portal'


When used with Email Notifications:


Including the public URL of tickets in email notifications will let customers open up tickets directly from their emails, without pausing to log in to their accounts, trying to remember their password or resetting it.


A quick guide to adding public ticket URLs to your emails: 

  1. Login to your support portal. 
  2. Go to the Admin tab.
  3. Click on the Email Notifications icon.
  4. Click on the Edit button for each notification. 
  5. Click on the Insert Placeholder to open up the dialog box.
  6. Press the Public Ticket URL button to insert it into your email’s content.
  7. Save changes.



When used with Canned Responses:


Just like your email notifications, you can also include the public URL of a ticket with canned responses.


A quick guide to adding public ticket URLs to a canned response:

  1. Login to your support portal. 
  2. Go to the Admin tab.
  3. Click on the Canned Responses icon.
  4. Press the New Canned Response button (or edit an existing one).
  5. Use the Insert Placeholders button to open up the dialog box.
  6. Press the Public Ticket URL button to insert it into your email’s content.
  7. Save changes.


Tip: Include the ticket URL with all email notifications, including your Agent Reply Template to send out a link to the ticket with every message. A public URL will mean that your customers can jump into the conversation within seconds without having to log in.