Provide a way to add deep or permanent links to specific comments in a Ticket

Nicole - Community Manager

When you get the response, please post it as an official response as it is quite hard to find Zendesk posts in all of the comments. 

I'll see if the product manager has any thoughts on this. 

Nicole - Community Manager

Could we get an official Zendesk response for this?

+1

+1 from me. Direct links are more important to me than an issue summary.

- An issue summary would just let me pull out 1 important piece of information, and I'd have to write that manually. A ticket may have multiple important comments, each of which may be relevant to different audiences that I want to deep link separately.

- Deeplinks help preserve the context of when/where/how a piece of information was shared. I don't want to write out (or copy-paste) an issue summary to explain that context - I just want to send someone directly to the relevant piece of contextualised information.

I also have very long ticket threads, and a wealth of valuable information and context contained within those threads that is difficult or impossible to reference externally (in GitHub issues, project trackers, root cause analysis reports, etc). 

I want to be able to point people to specific ticket comments easily. In most cases the links would be going to people in other parts of my organization, who are not every day users of zendesk. Navigating a weeks or months long thread to get to a few relevant comments is quite painful without deep linking.

I would also like this feature.  I have long ticket threads, and sometimes I want to send a permalink to a colleague in G-chat or Jira so they can reference a specific comment.

In case it helps, I have written a user script that generates permalinks that can be shared with others who also have the user script installed:

https://openuserjs.org/scripts/holatuwol/ZenDesk_Comment_Permalinks

In many ways, you can think of it as a working prototype of the functionality being requested here.

If you have the freedom to install user scripts at your company (information security teams are often rightfully wary of browser plugins, so make sure you run the idea by them before you install any user scripts or user script managers), feel free to give it a spin.

@Pierre I would like to see permalinks to specific comments prioritised first. Having a ticket summary would also be useful however for us its quite common that tickets get long and my team have to then ask people to refer back to a comment on <date and time> which in itself can be difficult to find given that:

1. Updates over the recent few days start with a "today / yesterday / Monday" instead of the actual date - you have to hover over the timestamp to reveal the the actual date. This is made more difficult for high priority issues where we're dealing with service providers and copying/pasting in their emails as private notes, and such priority issues often have multiple updates in a day so over the course of 3 days there could be up to 30 updates. Couple this scenario with my team dealing with multiple high priority tickets and updates, they end up spending more time than necessary to first find the update, and then whoever they need to communicate the comment reference to will also spend just as much time trying to find that update during a stressful situation - as you can imagine this is not fun.

2. The text is light gray in color so not always easy to spot when your trawling through endless texts.