We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible. To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
If you signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
As a customer, it is understandable that they sometimes want to do a quick peruse through the ticket and not log in to the portal. In this scenario, the best recommendation would be to use a "public ticket URL" which leads to the ticket and does not require the customer to sign in.
This has a placeholder which when included in the description of the ticket will ensure that the customer can view the ticket status without logging into the portal upon clicking this URL.
To have the Public Ticket URL available in all replies, please navigate to Admin > Workflows > Email Notifications > Templates > Agent Reply Template -> insert placeholder and include the Public Ticket URL placeholder (please find this under the tickets section within the "insert placeholder" window).
