Feature request - Enable hyperlink rendering for Ticket form submissions
Feature Request Summary:
Enable hyperlink rendering for Ticket form submissions.Description/Use Cases:
When a user submits a form, any URL's in the Description field should be hyperlinked in the ticket. Agents working the ticket can then have the ability to click the hyperlinked URL, rather than having to select, copy, open a new tab, paste, and run in order to open the URL link.Business impact of limitation or missing feature:
Since opening hyperlinks in tickets submitted from forms is a regular part of our teams' workflows, the reduced number of clicks per age per ticket adds up to a good efficiency win.Other necessary information or resources:
Our old Zendesk support ticket about this topic: https://support.zendesk.com/hc/en-us/requests/6463089-
Hi @...
Last year we released the rich text editing capability for request forms and in the improved editor experience there is a link tool which makes it easy to insert links. Have you tried this experience or are you still using the plain text option on your account?
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Hi Kasper Sorensen Thanks for your reply!
We do have the rich text editor experience enabled. What we've experienced is that the users submitting the form do not bother manually hyperlinking the the URL. Instead they just paste in the URL and assume that it will auto-hyperlink when they click submit. They probably shouldn't assume that; however, they might be used to that happening in other common UX's they're familiar with, like in email clients (Outlook, Gmail) and messaging tools like Slack.
I hope this can be added to your product backlog and considered in a future roadmap.
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Is there any progress on this issue, can we have an update on it?
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