Request: We would like the ability to toggle an on/off feature (agent specific) which in turn would allow hyperlinks clicked from external sources to all open within a singular Zendesk instance/tab.

This will help teams that handle high amounts of tickets to not lose their concentration or misplace certain tabs that revolve around other services/processes of their organisation.

Furthermore, it would save time for agents having to manually type in a ticket number each time to open a certain ticket within the same instance.

This could be done through a re-direct process. If hyperlink is clicked and the feature is enabled, it can alert ZD to close new window and open ticket within desired singular instance.