Embedding hyperlinks in dynamic content

Non planifiée

18 Commentaires

  • Commentaire officiel
    Shawna James
    Community Product Feedback Specialist

    Hi everyone, thank you for your comments and feedback here! We apologize for the delay in our response here. In reference to this post, this feature is not currently planned or on the roadmap. 

    We understand this may be disappointing to some users but wanted to provide a transparent update about where this feature stands.

    At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

  • Nicole Saunders
    Zendesk Community Manager

    That's an interesting use-case, Manon. 

    For our other users, would this kind of functionality benefit you? If so, how would you use it? 


  • Michael H

    @Manon: Do you have an example of the email (both visual and text/code) you can share that demonstrates the use case and problem you’re trying to solve, along with some sample links?

    Would help me and potentially others both visualise and understand the problem you’re trying to solve with this use case, to lend our support or input.

  • Manon Delaune
    Here is a screenshot of an example: https://www.screencast.com/t/J6GsHyIL
    Here all the language versions thereof: https://www.screencast.com/t/7UmlkwDSS
    and here is what the actual macro looks like: https://www.screencast.com/t/A2m9GSNGMWjC
  • Lettie

    This would be really beneficial for me. I want to increase the Help Centre activity but we aren't quite ready to use Answer Bot yet. 


    Having a couple of our popular articles included in the message received text might help to solve a lot of tickets easily and encourage users to look at the Help Centre first before asking a question. 



  • Nicole Saunders
    Zendesk Community Manager

    Just a reminder to everyone to up-vote the original post. 

  • Nicolas Van Geluwe

    I don't see the need for a use case as it seems so obvious. We use macro's to simplify and speed up answering common questions/requests/incidents. In the tickets you can do a lot layout settings to format your text (numbered and bulleted list, bold/italic, links, ...), You can even do this in this comment. We also use dynamic content to have the macro's be language dependent. However, in the dynamic content no formatting is possible which from a user pov doesn't make any sense.

  • Kevin van de Riet (NL)

    You can add this with standard HTML.

    Just like this: <a href="url">link text</a>


  • Pat

    Following, agree with Nicolas Van Geluwe, we have use macros to answer comon questions, many of them contain a hyperlink to our website...

  • Nicolas Van Geluwe

    @Kevin van de Riet Thanks for sharing. I tried your suggestion but it doesn't seem to work. I just get the HTML text.

  • David Aideyan

    The HTML approach worked for me using <a href="url">link text</a>

  • Andrea Rodriguez (CD Baby)

    The formatting to use to add hyperlinks is this: **[Text to hyperlink ](https://website.arg)** I stumbled upon it editing copy on another placeholder that had a hyper link. Now, I just need a list of how to do bold and underlining! 

  • Mathias Mittmann


    I tried adding links to dynamic content used in descriptions of ticket fields used on end-user ticket forms as HTML hyperlinks (<a href..>) and as markdown links ([Link text](Link target)), but it didn't work. In case of HTML links only the link text is rendered, markdown syntax is not interpreted, the entire text is just rendered as is.

    Can this be done and if so how?

    The use case is that we would like to link to our support details page with explanations on e.g. severity levels and associated SLAs when asking for the severity while and end-user creates a new ticket.

    Many thanks

  • Kay
    Community Moderator

    @... it's not possible as easy as you would like.

    However there is a solution. I'll try and give a high-level idea here.

    Zendesk Support

    1. Configure the Dynamic Content you need with HTML
    2. Add the Dynamic Content to the field description, but remove the curly brackets.
      So {{dc.description_test}} becomes dc.description_test

    Zendesk Guide

    1. Edit your Template
    2. Add this code to your footer template
      var description_test = `{{dc 'description_test'}}`;

      if (window.location.href.indexOf("requests/new") > -1) {

      // let's find all the hints and loop through them to replace possible variables
      var hints = document.querySelectorAll('p[id*="_hint"]');
      if(hints) {
      hints.forEach(function(hint) {
      hint.innerHTML = hint.innerHTML.replace('dc.description_test',description_test);


    It's not the prettiest of all, but it does the trick. Make sure the language in your HC url actually exists as a DC language, or you'll get an error message.

    Enjoy :)

  • Mathias Mittmann

    Many thanks, Kay! Much appreciated. That did the trick.

    Kind regards


  • Administration Account

    If this feature is still needed for you, you might decide to give your vote for the formatting option in dynamic content and encourage Zednesk people to upgrade it for us. 

    Please have a look at my detailed article here: 

    Thank you! :) 

  • RichL

    So here I was thinking a standard html link like: <a href="url">link text</a> was supported in dyanmic contet.

    Apparently, it kind of is...I'm using an html link in a DC placeholder that I use in an auto-reply email for a ticket generated via API. The link in the email auto-reply works properly for that scenario.

    However, for whatever reason, when the html link is in a DC placeholder and used in an auto-reply trigger for a ticket created through email channel, the link will not be formatted correctly. 

    Another bizarre and completely avoidable quirk that cost me a chunk of time today. How many upvotes would fully supporting this very basic and obvious feature is needed after 3 years?


  • Tim (inactive account)

    This would be nice to have.

    One use for it would be signature where we mention our helpcenter


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