You can make sure that the entire ticket thread is visible to the person you forward it to by,

  1. enabling the 'Public ticket URL' option and 

  2. inserting 'Public ticket URL' placeholder in Agent Forward Template.

Once done, when an agent clicks on the 'Forward' option, the public ticket URL will be visible to the person you forward it to, and they can view the complete ticket thread.

As an administrator, you can enable the 'Public ticket URL' option by following the steps below.

  1. Navigate to Admin from the menu. Click on Channels. Select Portals.

  2. Under the Settings tab, navigate to the 'Who can view tickets on portal' section.

  3. Select the option 'Anyone with public ticket URL.'

  4. Click Save.

    Changing portal settings to 'Anyone with public URL'

Users can now view tickets without logging in to your portal using the public ticket URLs.

After enabling the 'Public ticket URL' option, you should now enable the corresponding placeholder in the Agent Forward Template. As an administrator of your Freshdesk account, here is how you can do it.

  1. Navigate to Admin from the menu. Click on Workflows. Select Email Notifications.

  2. Under the Templates tab, click on the Edit button next to the Agent Forward Template.

  3. Place your cursor on the reply editor where you wish to position the Public ticket URL.

  4. Click on the ‘Insert Placeholder’ button. Under the Tickets tab, click on the ‘Public Ticket URL’ placeholder.

  5. Click Save.
    Enabling the placeholder in the Agent Forward Template