Question
Is it possible to add hyperlinks to a macro in Zendesk Support?
Answer
Yes, you can add hyperlinks to tickets through macros. However, the process to add hyperlinks in macros changes according to the formatting options configuration in your Support account.
If you have rich content enabled, use the Hyperlink 
icon to add links in the macros. If you have Markdown enabled, use this format to add links in macros: [Link text](http://www.URL.com)
Note: This URL formatting will only work in the standard Support agent interface. The use of Markdown for URL links is not currently supported using live chat or messaging within Agent Workspace. Only full URL strings are clickable in macros within Agent Workspace.
For more information, see these articles: Formatting text with Markdown and Rich text formatting options reference.
6 Comments
Is there a time plan for making formatting possible through macro created emails with the Agent Workspace?
Hi Zendesk,
I believe we just switched over to rich content enabled so agents can now add a hyperlink when answering a ticket. But, how do we add a link so that it is already in the macro so that the agents do not have to do it themselves? Is this function no longer available? Please see my screenshot below
All you have to you is enter the link text in the macro, highlight that text, then use keyboard shortcuts or the text toolbar to turn that text into a hyperlink. See Rich text formatting options reference for more info.
Once you've got the hyperlink in the macro, then applying that macro in the ticket will put the link in your ticket comment.
Ok I see now, thanks Dave!!
Hey Guys, hope we can have hyperlink feature for Macro in Agent Workspace.
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