Installing and using the Response Builder app

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  • Wriley Bell

    Are their further formatting options for the JSON format?  I am wanting to add a hyperlink name to the URL that is linked with the Response builder


    "title": "URL to all user tickets",
    "url": "{{}}/tickets.json",
    "name: "URL Name",
    "hotkey": "u"
    "title": "URL to requester's tickets with description",
    "url": "{{}}&desc={{ticket.description}}",
    "hotkey": "r"


  • Gab Guinto
    Zendesk Customer Care
    Hi Wriley,
    I'm afraid this is not possible at the moment. The Response builder app is only able to insert URLs into the ticket comment. For now, your agents might need manually add/create a hyperlink when composing a reply.
    If you have some time, I encourage you to post in the General Product Feedback topic about this to engage with other users who might have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers for roadmap planning. Thanks Wriley!

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