Any agent reply from Freshdesk will have the Ticket URL added by default through the Agent Reply Template email notification. The requesters can use this URL to access the ticket on your portal. 

Please follow the steps below if you wish to remove this URL from your agent replies.

  1. Login to your Freshdesk account as an administrator.

  2. Navigate to Admin from the menu. Select Workflows and click on Email Notifications.

  3. Select the Templates tab and click on Edit button next to “Agent Reply Template.

  4. Remove the {{ticket.url}} from the "Content" section.

  5. Click on Save.

    Removing ticket link from agent replies in Freshdesk.