URL custom field type

For all those still waiting for Zendesk to do something on this I've made a bit of a breakthrough in our instance and thought I'd share it to see if others can make use of it.

We run a project business FYI.

Some will know the ability to add a clickable link to organisations in the notes field and we've started to use this to good effect where the link takes us to the customer's folder on our cloud server (sharepoint) where all project folders are saved for that customer.  Now from a ticket if I click on organisations, the notes section includes the link to the sharepoint location:

In addition to this we have added all our projects as a custom object to our ZD instance and a relationship field in each ticket to this custom object so that each ticket can be linked to a Project Custom Object.  

Within the custom object we've added a Regex custom field and formated it for a URL.  In fact we've done two.

1. One for a link to the project folder on share point

2. One for a link to the project on our project management system

With the relationship field populated one can click on the lookup button and then click on the links in the left panel.

I realise this is not a full solution for some but hopefully others will be able to use this to progress their ZD instance and improve efficiencies.

Ironically adding a Regex custom field to Organisations and formatting it to a URL doesn't make it clickable so you have to put it in the notes field.

this should be a basic feature - as we need to copy and paste the link to open it

Adding my vote!

Adding my +1 on this. Can't believe I can't have a clickable link my agents can use to access our internal systems.

This new field type for URLs will be a HUGE help to link to documentation for an organization.

I couldn't agree more Julian

1263082087049 1902738075884 can you provide any feedback for your customers?  I think we've been very patient.  

So much effort invested in AI solutions and Zendesk is not able to develop such a simple thing?  Como on guys, you're sometimes unbelievable.

push

It's crazy that it's still not possible to have a URL custom field in Zendesk in 2024.

This is a badly needed feature. 

I think what's more is that are two things needed:

• URL Field Type - field that can added to a ticket / org / user. 
• Shortcuts - links that can be displayed on the Agent Workspace that point to other key locations and be pre-defined by an Admin. 
  • Combining this with placeholders would make things infinitely more powerful. Example - display a link to an internal ERP system where there is customer data based on the ticket you are looking at. 
  • Including this as part of a Contextual Workspace means Agents are seeing things that are relevant to the type of request they are working on. Example - company has multiple internal Portals, with dedicated teams working on one or the other. 

Having a URL Field Type would be a great starting point, but Shortcuts would be a massive boon as well and keep in line with some other servicing tools on the market (such as Jira Service Management).