In addition to the default location of tickets on your helpdesk, Freshservice 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 and can be included to be sent with your ticket replies automatically.
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 logging in to the accounts, remembering the password or resetting it.
Quick guide to adding public ticket URLs to your emails:
- Go to the Admin tab in your Freshservice account.
- Under General Settings, click on the Email Notifications icon.
- Open up each email message by using the Customize Email links.
- Click on the Insert Placeholder to open up the dialog box.
- Press the Public Ticket URL button to insert it into your email’s content.
- If you want to you can put the placeholder in a different place, or replace the default ticket URL with it.
- Save your changes.
When used with Canned Responses:
Just like your email notifications, you can also include the public URL of a ticket with canned responses.
Quick guide to adding public ticket URLs to a canned response:
- Go to the Admin tab in your Freshservice account.
- Click on the Canned Responses icon.
- Press the New Canned Response button (or edit an existing one).
- Use the Insert Placeholders button to open up the dialog box.
- Press the Public Ticket URL button to insert it into your email’s content.
- Save your changes.
Tip: Include the ticket URL with all email notifications, including your Agent Reply Template and send out a link to the ticket with every message. This will mean that with every reply you send, your customers will be able to jump into the conversation in a matter of seconds.