The loss of the ZenDesk "Text" App is catastrophic to our business processes

Hey Alan, thanks for your question and I'm sorry you are experiencing frustration here. Have you reached out to support on this issue? I understand that in this announcement of this app being retired, listed that resource as a workaround for the Text app, and also asked folks to come to the Community or reach out to support.

We have noted your product feedback for product management team. Thank you for taking the time to let us know how this change is impacting your processes.

I have reached out to Support, but they seem to have no way to escalate issues to anyone in Product Management and the retirement article you reference contains no relevant solution for the deactivation for the App that was called Text. Support also has no workaround for the issue. Ultimately, there appears to be no way to link from a ticket to an internal system of record anymore. This feature remains critical to our daily workflow.

Please consider fixing this oversight through any number of solutions:

Create a new field type called “URL” that programmatically turns the title of the field into a clickable link, similar to the way that lookup field works.

Alternatively, make the Regex field type do the same.

Ultimately, we really need a way to generate an agent-clickable URL based off data that resides in the ticket.