Feature Request Summary:
Links to tickets, and any other links set up by editors, should download and be functional from the .csv and .xls file types.
This was how reports worked in Insights, and it was a godsend and time saver. You shouldn’t have to have intermediate to advanced Excel skills to be able to take a query with functional links to things like articles, download it as a CSV/XLS, and then have to transform the HTML spaghetti that was output into a readable column again.
Business impact of limitation or missing feature:
This was how this worked in Insights, and it’s a huge pain every time this comes up. You either need intermediate spreadsheet skills, or to get someone to help you with it. It makes it very difficult for a lead for example, to export a report to a sheet, and have agents work the tickets on the sheet. Now they need a middle step where they strip out the broken URL code from the field, and replace it with functional code. This adds in more room for human error as well.
This also is problematic for any report that used the original, necessary workaround for “clickable ticket links”. They download rather poorly and create a lot of extra work to make them functional and readable.
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