View Ticket

Hi all

I'm new to this system and am having trouble with something. When clients write us an email, a ticket is logged in SDP MSP, and they get an automatic reply sent back saying "thanks for contacting us, we'll call you soon, your ticket number is xyz". At the end of this message there is a hyperlink to 'View Ticket', but right now the URL that loads when you click it isn't accessible unless your computer is in our office network. Our clients are all external so it's not working for any of them. How can I adjust this URL to show a publicly accessible URL? We have already setup a public website where they can go and login to the system using their own account, but I'd like to get the 'View Ticket' to work and after login it should take them directly to the ticket.

Thanks