Customer Support portal pages - direct anchor tags redirecting to homepage

[Chris Combe]

We are creating public pages in confluence and have configured jira service management and the customer portal pages. They show up fine overall but if I go to a page that is visible to the customer and copy a header / anchor on a page, it seems to copy to clipboard.

I then share the URL to a customer and instead of going directly to the help page and the section it redirects them to the portal page itself. 

If I copy the URL of the page (free from anchor tags) - this works as expected for customers

If I access the URL of a page with an anchor tag embedded it takes me to a page that doesn't include the header of the customer portal and looks much more like what I see when I access the page in Confluence (doesn't have the customer portal / jira service management header etc..)

Are there any specific settings as being able to copy a header and link a user to a section on a longer help page is crucial for us e.g. taking a user to step 5 out of 10 rather than telling them to scroll down to step 5 etc.. 

Further detail / context

- we are not creating specific anchors but simply just copying the URL to clipboard that shows up when you hover over a formatted header with the `#` symbol

[Carla Ann Rowland]

check the settings for the anchor link to ensure that the user  has access.

Here is link to general anchor settings: https://support.atlassian.com/confluence-cloud/docs/insert-links-and-anchors/

Anchors have specific settings and I am not able to review the default. But the documentation in the link says it is user choice when the anchor is created. I am think that if the end user receiving your link doesn't have the permissions to view the space it is showing them what they are allowed to see. If they have no permissions go to the portal is the routing.