Hyperlinking when replying to tickets via email
When I reply to an open ticket thread via email and add hyperlinks, Zendesk will automatically add duplicate hyperlinks in parenthesis to the body of the ticket message without hyperlinking the original text. This is incredibly annoying as it unnecessarily clutters the message and makes me look incompetent to my customers. I'm surprised Zendesk isn't able to parse the text and simply add a hyperlink to the text itself (which is literally a link in itself) rather than tacking on another link.
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Hey Onur,
Have you checked this feature to make sure it isn't interfering with what you're describing here? Perhaps this feature is the answer to your question! :)
Best,
Amie
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Amie Brennan, yes I have and per the last section of the article, it seems like this feature is "built-in" to the product and cannot be turned off. The issue I'm dealing with is specifically https-based hyperlinking with I'd like the option to turn off.
Example case:
- User replies to ticket asking for instructions to do something.
- I reply back to ticket (directly via email channel) including already hyperlinked response to a KB article.
- User gets a hyperlinked URL followed by same URL (in parathesis) also hyperlinked.
It's clumsy both for me and my end users.
Seems like this would be a feature request.
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