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

@Pierre I work with @Michael, thanks for following up. Direct links to comments are more important. Here are a couple of use cases apart from linking to summaries:

* A customer provides specific information that needs to be shared.

* We want to perform a post-mortem on a long ticket, linking to specific events in the timeline. Timelines are especially difficult because all the events are displayed in client time, so they're different for users in different timezones.

* Give agents the ability to link to previous responses. For example in an internal comment it's useful to say "we [previously told Jim we'd do X](link to comment), we still need to do that" or a public comment "I'm following up on [Jane's previous reply]".

I'm sure that everyone requesting this could think of a few more.

We'd also benefit from a sticky, updatable summary feature though, so both would be great. In fact, being able to link to specific comments in a summary would be useful.

@Ben thank you for adding this very important use case...

"for the best summary of this issue, look for the comment that I left at [timestamp]"

This is definitely a use case that we have heard a lot before (something that I am personally struggling with at Zendesk).  Question: what % of those links would be created for sending someone to a ticket summary?

I am asking because maybe better way to solve this issue is by adding a "ticket summary" functionality so that nobody have to find which comment is the "summary" or figure out if the "summary" comment has changed.

Also, I suspect here that you might write that both a ticket summary and comment links are necessary (I would personally agree with that).  If so, would you please specify which one would be most urgent for you between the two?  Also, would you please add other specific reasons for linking (beside referring to a ticket summary)

@Michael and Ashish... what are your thoughts about the above?

Not being able to link to a specific comment is a real pain.

For example, when I escalate to engineering, I have to say something like, "for the best summary of this issue, look for the comment that I left at [timestamp]". And do you know how I have to get that timestamp? I have to dig into the HTML of the page to grab the timestamp because the copy on the page is in relative time (e.g. "9 minutes ago"), which isn't helpful when trying to make an absolute reference.

Relative links that go to specific comments would fix this.

Totally agree with this. I'm amazed that this also is something that is missing from such a flexible tool like Zendesk, where it seems to be so common in other service management tools. Surely each ticket is referenced somewhere in the code, with a unique identifier that can be used to then create a hyperlink? I know I'm probably oversimplifying it, however I do agree that when tickets have many comments, its easier to refer the ticket requester, a CC, or another agent to a specific comment within that ticket (and yes, this use case for us is very common).