Chris Spindler

Is there a way to add a hyperlink to an Organization field in Support?  

I am trying to put a link to a document (hosted in Zendesk Guide) that described escalation procedures for each of our clients.

I can add the "raw" URL (and it works) but I'd like something tidier and better yet, a link to articles in Zendesk Guide.  

Thank you.

Would a macro work to reduce the agents' effort in populating the required fields _before_ closing the ticket by merge?  Would the organization data survive the merge?

Please forgive the obvious question - I am _very_ new to Zendesk.

Chris

I am reporting on the number of tickets per organization per month.  The report (mostly) works.

I have a high number of "unassigned" tickets that turn out to be duplicate tickets, closed by merge.  I care about the duplicates because they may indicate an underlying problem at the client site and they represent work done by the agents.

Is there a way to assign the organization to the closed ticket without significantly increasing the agents' workload?  "Close by Merge" is pretty efficient but does not allow one to assign the organization.