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The Freshdesk app supports universal links in iOS versions 9 and greater. When you click on a ticket link in any app, the ticket would open in the Freshdesk app right away.
If you are on iOS 9 but you notice that a link isn't opening in the app, just copy paste it in the Notes app, long press the link and tap 'Open in Freshdesk'. If you ever want to stop the Freshdesk app from opening tickets directly and want to instead see them in the browser, just choose 'Open in Safari' from this menu.
Universal links are not supported for vanity URLs at the moment, and only for ticket links that are for accounts with subdomains of the form *.freshdesk.com. Another limitation is that universal links don't work in Gmail, Google Hangouts and other iOS apps from Google. This is because Google redirects any URL via google.com which prevents iOS from associating the link being opened with the Freshdesk app.
