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In addition to the default location of tickets on your account, you can use public ticket URLs that can be accessed by anyone. You can use this URL to easily access tickets when customers are logged out of the account, 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, anyone with the public ticket URL should be allowed to view the tickets on the portal. 


You can control this option on the Portal Settings page. If enabled, 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 allow customers to open tickets directly from their emails, without pausing to log in to their accounts or trying to remember their password. 

  1. Login as an Admin.
  2. Navigation:
    • For Freshdesk, go to Admin > Email Notifications.
    • For Customer Service Suite, go to Admin > Configuration and Workflows > Ticket Email Notifications.
  3. Click Edit next to the notification you want to modify.
  4. Click on Insert Placeholder, and then click on Public Ticket URL to insert it into your email.
  5. Save changes. 


Public ticket URLs and Canned Responses

You can also include the public URL of a ticket with canned responses:

  1. Log in to your account as an admin and go to Admin Settings > Configuration and Workflows > Canned Responses.
  2. Click 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.