We're requesting that the Help Center Redirect Rules API be updated to support passing query parameters from the source URL through to the redirect target. This affects our support operations and web development teams, who use vanity URLs and dead urls that may redirect or end up at Help Center web forms. Without query parameter passthrough, we lose the ability to pre-fill ticket fields via URL parameters after a redirect fires.
What problem do you see this solving? (1-2 sentences)
Currently, redirect rules strip all query parameters during the redirect, which means any context embedded in the URL — such as pre-filled ticket fields, form IDs, or tracking parameters — is silently lost. This forces end users to manually re-enter information that could have been populated automatically.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This issue affects us on an ongoing basis whenever we share vanity URLs that are meant to land users on a pre-filled request form. For example, a link like support.example.com/cancel-contract?tf_12345=xyz redirects correctly to the target page, but the tf_12345=xyz parameter is dropped entirely. This means the ticket field isn't pre-populated, the user has to fill it in manually, and our routing automations that depend on that field may not trigger correctly. It adds friction for end users and increases the rate of miscategorized tickets for our agents.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes. Custom pages with Javascript redirect which is poor practice and forces rigid path of /hc/{locale}/p/{page_name}
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Ideally, the Redirect Rules API would include an option (e.g., a preserve_query_params boolean) that appends all query parameters from the original request URL onto the redirect target, merging them with any parameters already present in the target URL.