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URL custom field type



Posted Mar 08, 2021

My apologies if this has been discussed. I tried to search.

Is there any plans for a URL type custom field?

I'm honestly shocked it's not available by now.

Thanks in advance.


74

46

46 comments

Going on 4 years now and still no response from the ZD team.

3


Unfortunately that is one reason why we changed today to another Helpdesk system. 

2


Adding my comment as well. Right now, our support engineers need to click out of the ticket view into the org view, triple click the url, right click the url, go to the new website, and click back into the ticket view. I think that's 8 clicks total. Would be very helpful to allow the field to be a clickable url. 

2


Hi everybody,

Here are your best options that are on the ZD marketplace:

- Myles

0


Still don't understand why this feature isn't enabled for everyone and we need a third-party-app.
Sushmitha Satish sushmitha.satish

3


image avatar

Ashwin Raju

Zendesk Product Manager

hi All.. We have URL fields in our backlog at this point. Currently Multi-line fields are clickable in Users and Orgs, but not in Tickets. Although we do not have it planned for 2024, let me capture this feedback and push for this in our future roadmap

-4


You can add a clickable link as a user field. The problem, as I see it, is that you won't be able to show it in the Essentials card unless you're on the Enterprise plan.

That's a key feature, you need your agent to be able to click on the link to open the user in your internal CRM with minimum effort.

0


Thanks Ashwin Raju

Appreciate the update.

Judging by the Announcement received this morning regarding the development of Slack integration, this was logged in Dec 2020 here and so far upvoted 50 times.

Seeing as this URL field request was originally posted in March 2021 and has now more than 60 upvotes surely this should be developed and rolled out in the next 4 months.  I can't see why this would take so long to develop and implement as it's already there in Users and Orgs.

Please can you respond to your customers' needs and requests not least as being a customer service originated company?

3


+1 

1


This is a needed feature. Our agents need to be able to quickly launch a url associated with the customer. The above response that it's not coming in 2024 is disheartening, and seeing that this has been around since 2021 does not bode well either!

3


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).

2


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

3


push

1


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.

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I couldn't agree more Julian

 

Brett Bowser Ashwin Raju can you provide any feedback for your customers?  I think we've been very patient.  

1


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

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