Inquiry about Auto hyperlink on tickets

7 Commentaires

  • Jacob J Christensen
    Community Moderator

    Hi Judy,

    Could you please give an example of the hyperlinked text you're seeing?

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  • Judy Lee (이유진)

    Hello,

    Here is an example of the hyperlinked text that I seeing.

     

     

    Thank you.

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  • Jacob J Christensen
    Community Moderator

    Hi Judy,

    Sorry for the many questions, but I'm not sure what I'm looking at here - is this the email sent to the requester or is it an agent update in Zendesk, or something else?

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  • Judy Lee (이유진)

    Hello,

    I'm sorry that I didn't provide a detailed explanation in the previous reply.

     

    The screenshot I provided is what the support customer sees when an email is sent to the customer about the Agent's update(answering tickets) to Zendesk.

    As shown in the screenshot, the hyperlink is automatically applied and sent to the customer.

     

    To solve this, the agent on Zendesk tried: 

    disable rich text formatting completely, or remove the hyperlink in the reply.

    but still the ticket web editor itself is sending it by applying a hyperlink.

     

    Therefore, it is necessary to solve the problem that the ticket web editor automatically applies a hyperlink and sends a reply.

     

    If you have any additional questions regarding this, feel free to ask.

    Thank you!

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  • Jacob J Christensen
    Community Moderator

    Hi Judy,

    I'm sorry, but you may need to reach out to support for complete clarity on this.

    An agent should be able to unlink any hyperlink in the editor, but the email client on the requesters' end may still recognize certain patterns as url's and do the hyperlinking there (I'm not sure about this, but it may not be completely controllable from the agents' end).

    I hope this helps.

    1
  • Judy Lee (이유진)

    Hello, Thanks for your reply.

     

    If so, is it possible to disable hyperlinks by default in Zendesk settings and enable hyperlinks in settings if necessary?

    Please check if this function is possible in the Zendesk setting.

    I look forward to your reply.

    Thank you.

     

    Best regards, 

    Judy

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  • Jacob J Christensen
    Community Moderator

    Hi Judy,

    Sorry I missed your last reply. 
    I don't believe that is possible. If you paste formatted text into the ticket composer, it will show with that formatting (including hyperlinks), even if rich text is disabled.

    If your agents need to copy from a rich text source, but want to only paste the plain text, they can use the Ctrl+Shift+V command (on Windows/Linux) for pasting plain text. Instead of Ctrl+V which preserves the rich content.

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