Agents often need to share a ticket URL with customers/end users. There might be chances that an agent may share an agent portal ticket URL to the customer, which may report access issues. A ticket URL is different for both the customer and agent portal.
To ensure sharing the correct URL to customers, find the terms present in the URL.
Customer Portal URL has term support in ticket URL
Agent Portal URL has term agent in ticket URL
Alternatively, agents can copy or find customer shareable ticket URLs from the ticket details page.
Note: The private tickets can’t be shared with the customer since they are not visible in the customer portal. To learn more about private tickets, click here.
The Copy customer portal URL option will not appear in the private ticket.