To find a customer's Account ID/URL:
Check the ticket:
Look for the account ID/URL in the following sections of the ticket details page.
"Account URL" in the description, screenshots, Past Interactions
Contact field labeled "Acc IDs” in the Contact details Tab
“Account ID” field in Ticket Properties.
If the requester's email holds a custom domain (e.g., john@companyID.com) instead of a public domain (e.g., john@gmail.com), Login to Freshops and search with the domain name (companyID) to find any associated account. Open associated accounts -> Agent Tab -> Look for Requester’s email
Account ID Confirmation:
Only when there are multiple account IDs or when the requester is not part of the found account ask the URL from the customer along with your first response solution.
