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Getting ticket and organizational fields to contain a clickable hyperlink



Posted Jan 22, 2020

I'd like to put a hyperlink in a text box so that agents can click the link instead of having to copy/paste a URL. The URL will be sync'd from our ERP system and be different for each account.

Screen shot example:
https://drive.google.com/a/nbs-us.com/file/d/1Zl9txVJpxpQ3QnJJSB4kGDszoY_DEnOz/view?usp=drivesdk


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18 comments

+1 for the same feature

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I found a work around for this. If you use the multi line field instead of the regular text field you can use hyperlinks. It ended up looking like this for us: https://drive.google.com/a/nbs-us.com/file/d/1Zbgmn1BXnuSDh3in953ha055IjQcbhj3/view?usp=drivesdk

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Hi Daniel,

how did you make this work? I tried putting in the html <a> URL and also tried pasting the URL itself, but it didn't work for me.

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Hi Fabio! If you set the field type as multi line instead of a regular text field then enter a hyperlink it turns it blue and clickable without further changes or formatting.

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Unfortunately not for me:

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Hmm.. maybe try clicking out of the box afterward? This is the behavior for multi-lines in our tenant (25s video): https://drive.google.com/a/nbs-us.com/file/d/1nWiNSy4lLZgRa9Z6yijMYLvx7iM7Kf-5/view?usp=drivesdk

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Nevermind, I just tried it in a ticket instead of on an org (which is where we use them) and it does not work as described above.

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Hey All:

I took Daniel's suggestion and used it as a Multi Line Organization field.  I went to my Organizations and added a hyperlink to each and YES it does work.  When I am working a ticket, I can click on the Organization and click the links to other sites we keep information on.  Thanks Daniel for the great information.

 

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This is really needed for Ticket field. 

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+1 we need links so we can link to records in other systems (e.g. ERP)

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same here :) 

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+1

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much needed

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image avatar

Ashwin Raju

Zendesk Product Manager

This is a fair request.. Multiline fields can be used for storing clickable links. For users and orgs, it does show up as clickable.. But for Tickets, it doesn't. 
We have URL fields in our backlog at this point.. Although we do not have it planned for 2024, let me capture this feedback and push for this in our future roadmap

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+1

We are looking for this type of ticket field to add clickable links for each ticket. 

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+1

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Hi Daniel- there are a few apps on the marketplace that do this. We built one a few years ago (URL Builder Pro).

 

https://example.com/users/123/order_history is one example custom link that you could build with this.

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