Provide a way to add deep or permanent links to specific comments in a Ticket
Posted Oct 10, 2016
At our company we're really missing the functionality to directly link to a specific comment in a ticket.
We use solely Zendesk for communication with our customers. While working on complex issues a ticket can easily see 20-30 replies. When pulling in other people throughout our company using GitHub issues we link to the Zendesk ticket for reference, but we can't link directly to the relevant comment. This becomes a time-wasting nuisance for people who have to read through the entire ticket until they reach the part that's relevant for them.
It would be great if Zendesk could create linkable elements within a Ticket that allows people to jump to it directly.
A few examples that illustrate directly linkable responses/comments/post from around the internet:
* http://stackoverflow.com/a/27860061/183622
* https://groups.google.com/d/msg/golang-nuts/yGGEeqJvG0M/9s6HEnnDAQAJ
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34 comments
Official
Amisha Sharma
Hello everyone,
Thanks for providing your feedback on this post. Thanks for elaborating on why this feature is important to have and how you would use it in your daily workflows.
We definitely have this on our roadmap as part of the Modernized Conversational Experience program. We plan to bring message interaction features in Phase 3 of MCE, where we would introduce being able to bookmark important messages, copy link to a particular message, collapse messages and edit internal notes in a timeframe.
We are currently looking at early next year to deliver this as we need to make some backend changes to support this project. This timeline can change depending on shift in priorities.
We would keep an eye on this post to ensure we are not missing any use cases. Please keep engaging, thanks!
0
Official
Amisha Sharma
Hello everyone,
Thanks for providing your feedback on this post. Thanks for elaborating on why this feature is important to have and how you would use it in your daily workflows.
We definitely have this on our roadmap as part of the Modernized Conversational Experience program. We plan to bring message interaction features in Phase 3 of MCE, where we would introduce being able to bookmark important messages, copy link to a particular message, collapse messages and edit internal notes in a timeframe.
We are currently looking at early next year to deliver this as we need to make some backend changes to support this project. This timeline can change depending on shift in priorities.
We would keep an eye on this post to ensure we are not missing any use cases. Please keep engaging, thanks!
0
Thomas Kinsey
7 years is right around the bend, and this pretty trivial to implement feature is still not available : (
Has any reason for not implementing this been given? Comments already have internal IDs, it seems very easy to just tack an anchor onto the comment. Are we driving demand for another product, or is there a real reason?
I'll include the permalink to this comment as an example of what we're looking for: https://support.zendesk.com/hc/en-us/community/posts/4409222749210/comments/5630456485786
3
Marco Valero
This feature would be awesome! in my organization I just mention the timestamp of the comment, but this is not good since we have people on very different timezones (US/EU)
1
Luke Murray
Workaround
Chrome 90+ has a "link to highlighted text" feature.
To use it in Zendesk effectively for this:
2
Quinn McHugh
Strong upvote!
We recently migrated from Jira Service Desk to Zendesk and not having this feature is a real pain.
1
Simon Woodside
I'm starting a betting pool: reasons why Zendesk hasn't implemented deep links yet:
2/1 — too busy implementing custom features for megacustomers
6/1 — engineering haven't heard of HTML id tags
7/1 — prioritized, then lost in the backlog
12/1 — being held back by a senior engineer who doesn't like permalinks
20/1 — success hasn't told engineering the feature was requested
100/1 — some completely reasonable reason
1
Tye Nezat
I was a different person in October of 2016: younger, optimistic, having never gone through a global pandemic. Good times.
But the person I was then and the person I am now would still love to have the ability to permalink to comments within Zendesk.
Fingers crossed
2
Baptiste Gimonnet
Agreed, + 1 for this feature !
0
Erman Ates
Jira has permanent links to every comment. And everyone knows how useful that is for 10s of different purposes, I don't think there is more to tell about it.
Interestingly, this has not been put in place in Zendesk for 6 years (since the first comment on this thread).
To be honest, rather than customer feedback to recognize such a demand, following the other products in the market would have already risen the idea.
I hope this will be delivered soon.
1
Amanda Jennewein
Agreed that this would be a helpful feature. We often have agents type up summaries in tickets and root causes - these posts are long and often needed in long tickets (with 20+, 50+ posts) so it would be nice to link back to a ticket post rather than cut/paste the contents into another document.
We also need this for when we escalate Zendesk tickets internally to other teams through Jira, this would be most helpful for those other teams, so they don't have to pour through lengthy tickets.
We also have feedback workflows for our agents to identify broken process during a ticket - these posts are often in the middle of a ticket, so a ticket link isn't super helpful in finding a post that exists somewhere in a longer ticket.
1
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