Links in the trigger responses

13 Comments

  • Phil Holcombe
    Comment actions Permalink

    Hi Nikos,

    Have you looked into using markdown for this purpose?

    https://support.zendesk.com/hc/en-us/articles/203691016-Formatting-text-with-Markdown

    Phil

    -1
  • Nikos Konstas
    Comment actions Permalink

    Thanks Phil,

    I tried it but doesn't seem to work - it doesn't parse the markdown.. the trigger email text seems to be plain text..?

    0
  • Phil Holcombe
    Comment actions Permalink

    Hi Nikos,

    That's strange. And you have enabled markdown, right?

    https://support.zendesk.com/hc/en-us/articles/203661586-Enabling-Markdown

    If so, you might need to contact support@zendesk.com.

    Phil
    Nexmo

    0
  • Graeme Carmichael
    Comment actions Permalink

    You cannot use markdown within the trigger response. Instead, use HTML.

     

    3
  • Michael
    Comment actions Permalink

    Very useful Graeme Carmichael, thank you!

    0
  • Sahar Padash
    Comment actions Permalink

    Graeme,

     

    We have a similar need... where do you input this HTML code, in the body of the trigger response?

     

    Thanks for the help!

    Sahar

     

    0
  • Graeme Carmichael
    Comment actions Permalink

    Sahar

    Yes that is correct, place the code in the body of your trigger response.

    0
  • Ben Rowland
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    I was initially using the following to send hyperlinked ticket titles in Teams notification automations but it's just sending a blank payload now.  Has something changed or did I screw something up?

    { "text" : " <{{ticket.url}}|{{ticket.title}}> " }

    1
  • Jessie Schutz
    Comment actions Permalink

    Hi Ben! I answered your question in another thread, but for everyone else's reference the above syntax won't render in trigger or automation email notifications. You'll need to use HTML:

    <a href="{{ticket.link}}">{{ticket.title}}</a>

    0
  • Joe
    Comment actions Permalink

    why doesn't the default trigger response (to an initial ticket submission) use the standard formatting?

     

    For example, this below does not seem to create a link (as I expect it should), in the email sent to the requestor:

    • Your request (#{{ticket.id}}) has been received and is being reviewed by our support staff.

     

    Neither does this:

    • Your request <a href="{{ticket.link}}">{{ticket.title}}</a> has been received and is being reviewed by our support staff.

     

    Simple question:  how do I create LINKS to the ticket for the requestor, in the initial response email??

     

    0
  • Patrick Bosmans
    Comment actions Permalink

     Hello Joe,

    With some testing, I was able to create a trigger that sent the initial link as described in our comments above.  

    I am going to create a ticket on your behalf in Support and see if I can get some more account specific information to help see what is happening in your testing.

    0
  • Gaaya
    Comment actions Permalink

    Hey! I tried adding <a href="link">link</a> to my trigger but when I tested it, the link wasn't clickable and just reads as plain text - does anyone know what I can do about this?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Gaaya,

    Triggers do support HTML so that is a bit odd that this did not work on your end. The best option here will be for us to generate a ticket on your behalf so we can dig into this further for you and take a look at some ticket examples. You'll receive a follow-up email from us after your ticket has been created.

    Thanks!

    0

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