Livechat help centre article links are too long and unprofessionalAnswered
When using the article search and linking articles for customers the URLs the customers see are huge and ugly for the customer to see. When adding to public replies it hyperlinks the article name nicely but this isn't possible on livechat. Many companies using zendesk support to support their customers via livechat use this feature and I always find it crazy how it hasn't been made more attractive and professional yet. I understand the extra part of the url is used to help the customer mark if the article has resolved their issue or not but we'd prefer for the link to look nice and not take up the whole chat widget.
Thanks for your feedback. Unfortunately, Chat doesn't support rich text formatting. However, we have plans to start providing rich content configuration types in Q4. There is another discussion on this here - do follow along for more updates!
I think part of the message is missed here, even if we're not able to get rich text editing.. is there a way we can remove/turn off the &auth_token portion of the help centre article?
Hey Tanya! When using the Knowledge Capture App to insert articles into the ticket, a JWT `auth_token` will be appended to the link in order to facilitate self-serve with Answer Bot and Rapid Resolve functionality. If you are on Agent Workspace and using Knowledge in the Context Panel to insert article links instead of the Knowledge Capture App, you won't see the `auth_token` parameter appended to the article URL. For more information on the difference between the Knowledge Capture App and Knowledge in the Context panel, check out this article: About Knowledge in the context panel and the Knowledge Capture app
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