Provide a way to add deep or permanent links to specific comments in a Ticket

11 Comments

  • Ashish Sharma
    Comment actions Permalink

    Totally agree with this. I'm amazed that this also is something that is missing from such a flexible tool like Zendesk, where it seems to be so common in other service management tools. Surely each ticket is referenced somewhere in the code, with a unique identifier that can be used to then create a hyperlink? I know I'm probably oversimplifying it, however I do agree that when tickets have many comments, its easier to refer the ticket requester, a CC, or another agent to a specific comment within that ticket (and yes, this use case for us is very common).

     

    2
  • Ben McCormack
    Comment actions Permalink

    Not being able to link to a specific comment is a real pain.

    For example, when I escalate to engineering, I have to say something like, "for the best summary of this issue, look for the comment that I left at [timestamp]". And do you know how I have to get that timestamp? I have to dig into the HTML of the page to grab the timestamp because the copy on the page is in relative time (e.g. "9 minutes ago"), which isn't helpful when trying to make an absolute reference.

    Relative links that go to specific comments would fix this.

    4
  • Pierre Grenier
    Comment actions Permalink

    @Ben thank you for adding this very important use case...

    "for the best summary of this issue, look for the comment that I left at [timestamp]"

    This is definitely a use case that we have heard a lot before (something that I am personally struggling with at Zendesk).  Question: what % of those links would be created for sending someone to a ticket summary?

    I am asking because maybe better way to solve this issue is by adding a "ticket summary" functionality so that nobody have to find which comment is the "summary" or figure out if the "summary" comment has changed.

    Also, I suspect here that you might write that both a ticket summary and comment links are necessary (I would personally agree with that).  If so, would you please specify which one would be most urgent for you between the two?  Also, would you please add other specific reasons for linking (beside referring to a ticket summary)

    @Michael and Ashish... what are your thoughts about the above?

     

    0
  • Michaeltwofish
    Comment actions Permalink

    @Pierre I work with @Michael, thanks for following up. Direct links to comments are more important. Here are a couple of use cases apart from linking to summaries:

    * A customer provides specific information that needs to be shared.

    * We want to perform a post-mortem on a long ticket, linking to specific events in the timeline. Timelines are especially difficult because all the events are displayed in client time, so they're different for users in different timezones.

    * Give agents the ability to link to previous responses. For example in an internal comment it's useful to say "we [previously told Jim we'd do X](link to comment), we still need to do that" or a public comment "I'm following up on [Jane's previous reply]".

    I'm sure that everyone requesting this could think of a few more.

    We'd also benefit from a sticky, updatable summary feature though, so both would be great. In fact, being able to link to specific comments in a summary would be useful.

    2
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for that additional detail Michael!

    0
  • Ashish Sharma
    Comment actions Permalink

    @Pierre I would like to see permalinks to specific comments prioritised first. Having a ticket summary would also be useful however for us its quite common that tickets get long and my team have to then ask people to refer back to a comment on <date and time> which in itself can be difficult to find given that:

    1. Updates over the recent few days start with a "today / yesterday / Monday" instead of the actual date - you have to hover over the timestamp to reveal the the actual date. This is made more difficult for high priority issues where we're dealing with service providers and copying/pasting in their emails as private notes, and such priority issues often have multiple updates in a day so over the course of 3 days there could be up to 30 updates. Couple this scenario with my team dealing with multiple high priority tickets and updates, they end up spending more time than necessary to first find the update, and then whoever they need to communicate the comment reference to will also spend just as much time trying to find that update during a stressful situation - as you can imagine this is not fun.

    2. The text is light gray in color so not always easy to spot when your trawling through endless texts.

    1
  • Minhchau Dang
    Comment actions Permalink

    In case it helps, I have written a user script that generates permalinks that can be shared with others who also have the user script installed:

    https://openuserjs.org/scripts/holatuwol/ZenDesk_Comment_Permalinks

    In many ways, you can think of it as a working prototype of the functionality being requested here.

    If you have the freedom to install user scripts at your company (information security teams are often rightfully wary of browser plugins, so make sure you run the idea by them before you install any user scripts or user script managers), feel free to give it a spin.

    0
  • Elliott Balsley
    Comment actions Permalink

    I would also like this feature.  I have long ticket threads, and sometimes I want to send a permalink to a colleague in G-chat or Jira so they can reference a specific comment.

    1
  • Ryan Trauntvein
    Comment actions Permalink

    I also have very long ticket threads, and a wealth of valuable information and context contained within those threads that is difficult or impossible to reference externally (in GitHub issues, project trackers, root cause analysis reports, etc). 

    I want to be able to point people to specific ticket comments easily. In most cases the links would be going to people in other parts of my organization, who are not every day users of zendesk. Navigating a weeks or months long thread to get to a few relevant comments is quite painful without deep linking.

    0
  • Jordan Hume
    Comment actions Permalink

    +1 from me. Direct links are more important to me than an issue summary.

    - An issue summary would just let me pull out 1 important piece of information, and I'd have to write that manually. A ticket may have multiple important comments, each of which may be relevant to different audiences that I want to deep link separately.

    - Deeplinks help preserve the context of when/where/how a piece of information was shared. I don't want to write out (or copy-paste) an issue summary to explain that context - I just want to send someone directly to the relevant piece of contextualised information.

    0
  • YellowWebMonkey
    Comment actions Permalink

    +1

    0

Please sign in to leave a comment.

Powered by Zendesk