Add hyperlinks to macro descriptions for agents/easy knowledge sharing
I'd like to hyperlink guide articles into our macro 'descriptions' (the short summary visible to agents) to lead agents to learn more about the use case/topic the macro applies to and escalation processes that may follow. HTML isn't currently supported.
The 'workaround' is to include a URL as plaintext but that isn't user-friendly, doesn't promote usage, and equates to more clicks slowing agents down.
I also have use cases where I'd like to point to a specific section of an article (URLs are much longer) but that would just create a wall of text.
Allowing HTML or links to guides would be great to promote Guide usage directly from Support.
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Thank you for this feedback, it's truly appreciated. We do plan a range of macro improvements in 2022, but I don't have specific details I can share just yet. Please keep the ideas coming! Thank you.
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