Ticket Links are incorrect

[andrewtdavis]

Currently, the ticket link is https://example.com/####. However, ticket links are https://example.com/helpdesk/tickets/#### (for agents), and https://example.com/support/tickets/#### (for requesters, and seems to redirect to helpdesk for agents but may require testing)

[leikahing]

If there are two formats for ticket links, what experience is expected? Should both links be generated from a provided base URL and shown in the generated message?

Like you set FRESHDESK_ACCESS_URL in the config file, and then the bot returns both the /helpdesk/ and /support/ links?

[andrewtdavis]

It might be worth testing, since /helpdesk/tickets/ is the agent URL for a ticket, but if as an agent I switch to the support portal (the user view), I can see the links are /support/tickets/. However, as an agent if I click on a ticket in the support portal, it puts me right back at the tech view in /helpdesk/tickets/. My guess is the bot would be fine with /support/tickets/, to cover both use-cases.

[leikahing]

After speaking with Alex about this issue, it seems that setting the configuration to the URL/support/tickets URL format works for your use case. If everything's good, feel free to close this issue.