I want to specify a URL for each comment in a ticket

7 Comments

  • Simon Blouner
    Community Moderator

    Hey there,

    This is possible.

    Add the {{id}} to the request_page.hbs template. 

    E.g. on line 43 in a clean Copenhagen theme. It would look like this:

    <section class="comment-body" id="{{id}}">{{body}}</section>

    You can then in Zendesk Support, link directly to the ticket comment on your help centre, based on id of the comments.

    The link would look like this:

    https://my-zendesk-url.zendesk.com/hc/what-ever-locale-you-use/requests/the-id-of-the-ticket#the-id-of-the-comment

    You can find the id of comment, by right-clicking the comment in the ticket view in Zendesk Support and choose Inspect.

    In the DevTools, find the attribute called "data-comment-id" - the value of this is the comment id.

    Let me know if you got further questions

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

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  • Steve Niebauer

    Hi Simon,

    Is it possible to link to a specific comment within the Support view and not the HC request view? Like this: https://my-zendesk-url.zendesk.com/agent/tickets/12345#1119253579334 with the last number being the comment ID?

    Have attempted this a few ways and always fail. Thanks much!

    Best,

    Steve

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  • Simon Blouner
    Community Moderator

    Hey Steve Niebauer

    I'm unsure what the use case for your request would be?

    However, I don't see any way to this.

    The closest you're gonna get is using the placeholder {{ticket.link}}

    Maybe someone else got an idea on this though.

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

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  • Steve Niebauer

    Hi Simon Blouner,

    The use case would be to link to a specific comment within a long ticket thread of comments. It would be very useful instead of searching the whole thread with browser search or scrolling forever. Specifically very helpful for bug reports when sending to engineering and need to point out a very specific comment.

    It should be as simple as getting the comment ID and using that as an anchor, but it seems that Zendesk prevents that.

    Thanks!

    Steve

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  • Simon Blouner
    Community Moderator

    Hey Steve Niebauer

    An alternative could be to use the side conversation add on, as you here choose which specific comment you wish to forward to e.g. engineering.

    This, however, doesn't solve the challenge of linking to the specific comment in the entire thread.

    You can create your post as a feature request, so let the product team know that you would like to have this, and hopefully, others will upvote it - I will for sure! :-)

     

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  • Nicole S.
    Zendesk Community Team

    To clarify, Minchau's post goes to a workaround he created. It's posted within the feedback request for this functionality; please up-vote the OP's post if this is something you would like to see. 

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