Problem Definition

When the request is raised via custom Help Center UI the notification which customer receives points the view request(request.url) points to the custom Help Center. Expected

When the ticket is raised via email or via widget, the "View Request" (request.url) will always route to the default Help Center. Not expected

• Default help center link request:

  <mysite.atlassian.net>/servicedesk/customer/portal/<portalId>/<issueKey>
  

• Custom help center link request(expected):

  <mysite.atlassian.net>/helpcenter/<projectKey>/portal/<portalId>/<issueKey>
  

Suggested Solution

Regardless of the channel—whether a request is created through email, a widget, or a custom help center—an email notification is sent. Clicking on this notification should direct the user to the appropriate help center, which may not always be the default one.

Additionally, currently there is no way for edit the link of the view request notification (request.url) to route to a non-default help center.