Embedding hyperlinks in dynamic content

Answered

14 Comments

  • Nicole S. - Community Manager
    Zendesk Community Team

    That's an interesting use-case, Manon. 

    For our other users, would this kind of functionality benefit you? If so, how would you use it? 

     

    1
  • Michael H

    @Manon: Do you have an example of the email (both visual and text/code) you can share that demonstrates the use case and problem you’re trying to solve, along with some sample links?

    Would help me and potentially others both visualise and understand the problem you’re trying to solve with this use case, to lend our support or input.

    0
  • Manon Delaune
     
    Here is a screenshot of an example: https://www.screencast.com/t/J6GsHyIL
    Here all the language versions thereof: https://www.screencast.com/t/7UmlkwDSS
    and here is what the actual macro looks like: https://www.screencast.com/t/A2m9GSNGMWjC
    0
  • Lettie Ball

    This would be really beneficial for me. I want to increase the Help Centre activity but we aren't quite ready to use Answer Bot yet. 

     

    Having a couple of our popular articles included in the message received text might help to solve a lot of tickets easily and encourage users to look at the Help Centre first before asking a question. 

     

     

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Just a reminder to everyone to up-vote the original post. 

    0
  • Nicolas Van Geluwe

    I don't see the need for a use case as it seems so obvious. We use macro's to simplify and speed up answering common questions/requests/incidents. In the tickets you can do a lot layout settings to format your text (numbered and bulleted list, bold/italic, links, ...), You can even do this in this comment. We also use dynamic content to have the macro's be language dependent. However, in the dynamic content no formatting is possible which from a user pov doesn't make any sense.

    3
  • Kevin van de Riet

    You can add this with standard HTML.

    Just like this: <a href="url">link text</a>

     

    0
  • Patrizia Eberhart

    Following, agree with Nicolas Van Geluwe, we have use macros to answer comon questions, many of them contain a hyperlink to our website...

    0
  • Nicolas Van Geluwe

    @Kevin van de Riet Thanks for sharing. I tried your suggestion but it doesn't seem to work. I just get the HTML text.

    1
  • David A

    The HTML approach worked for me using <a href="url">link text</a>

    0
  • Andrea Rodriguez

    The formatting to use to add hyperlinks is this: **[Text to hyperlink ](https://website.arg)** I stumbled upon it editing copy on another placeholder that had a hyper link. Now, I just need a list of how to do bold and underlining! 

    1
  • Mittmann, Mathias

    Hi,

    I tried adding links to dynamic content used in descriptions of ticket fields used on end-user ticket forms as HTML hyperlinks (<a href..>) and as markdown links ([Link text](Link target)), but it didn't work. In case of HTML links only the link text is rendered, markdown syntax is not interpreted, the entire text is just rendered as is.

    Can this be done and if so how?

    The use case is that we would like to link to our support details page with explanations on e.g. severity levels and associated SLAs when asking for the severity while and end-user creates a new ticket.

    Many thanks
    Mathias

    0
  • Kay
    Community Moderator

    Mittmann, Mathias it's not possible as easy as you would like.

    However there is a solution. I'll try and give a high-level idea here.

    Zendesk Support

    1. Configure the Dynamic Content you need with HTML
    2. Add the Dynamic Content to the field description, but remove the curly brackets.
      So {{dc.description_test}} becomes dc.description_test

    Zendesk Guide

    1. Edit your Template
    2. Add this code to your footer template
       <script>
      var description_test = `{{dc 'description_test'}}`;

      if (window.location.href.indexOf("requests/new") > -1) {

      // let's find all the hints and loop through them to replace possible variables
      var hints = document.querySelectorAll('p[id*="_hint"]');
      if(hints) {
      hints.forEach(function(hint) {
      hint.innerHTML = hint.innerHTML.replace('dc.description_test',description_test);
      });
      }
      }

      </script>

    It's not the prettiest of all, but it does the trick. Make sure the language in your HC url actually exists as a DC language, or you'll get an error message.

    Enjoy :)

    1
  • Mittmann, Mathias

    Many thanks, Kay! Much appreciated. That did the trick.

    Kind regards

    Mathias

    0

Please sign in to leave a comment.

Powered by Zendesk