Add ability to have hyperlinks in the ticket form

16 댓글

  • Nicole S.
    Zendesk Community Team

    Thanks for that suggestion, JT. How often do you think you would use this functionality?

    0
  • JT Hennigan

    Hi Nicole,

    We have 3 ticket forms currently and we may potentially add a fourth. We would like to put a hyperlink in each of these forms. Each form covers a different type of ticket we have. So these links go to articles that covers what each of the types are as well as what is needed for each. 

    So this way whenever one of our customers is looking to file a ticket they will know which form they should use as well as what information they should be providing. Right now we can provide some context, but we can't provide all possible information because it would clutter the form with text.

    If we could provide the link that way they customer could review on their own while keeping the form simple and easy to use. So we would implement the new links on all forms just once, but our customers could be utilizing the links a great number of times.

    3
  • Brad Harris

    One of our forms has multiple fields with hyperlinks directing the customer to either other articles or our T&C page. At this time, the only option for a link is the full URL, which can get quite ugly (see example). If we were able to simply add a hyperlink, this would be a huge improvement to our customers' experiences.

    1
  • Nicole S.
    Zendesk Community Team

    Thanks for the additional details, JT and Brad.

    0
  • Ian Pylvainen

    I'd like to add another vote for this - we'd like this as a way of adding context to questions, e.g. "please enter your version number, click here for an article on how to find your version number for your product" or something similar. 

    1
  • Brad Harris

    Nicole S. Is there any sort of update on this that you're aware of?

    0
  • Jamie Noell

    We need the ability to include a hyperlink as well for a reference document about SLAs so that a requester can look up this info easily while submitting a request.  I do not want them to have to search the Help Center and then go to submit the request.

    0
  • Brad Harris

    Any update on this request?

    0
  • Shawn Amsberry

    Another vote of support for this kind of functionality.

    We would use it quite a bit at the Oregon E-Government Program.

    Thanks

    0
  • David

    A great idea.

    We would love to have that kind of functionality as well.

    0
  • Adam Prince

    Yep, same, would be great to allow for hyperlinking within a ticket form! We've worked around the issue, but using a link in the respective fields' descriptions and shortened them using a link shortening tool, but a way to hyperlink standard text would be great!

    0
  • Karen Yeo

    Adding my vote here. Some of our users are older folks and not always the tech savviest so adding these hyperlinks in the ticket form would be extremely helpful for them - versus making their lives more difficult trying to search for information. Hope you can consider this request and let us know since your last update was some 2 years ago. Thank you. 

    0
  • Greg Marchand

    Another vote for this one.

    We have two teams that need to be able to link to policy documents in Ticket Fields. They'd be required checkbox fields that read "I have read the [Policy Name|Link]."

    0
  • Jamie Noell

    We used a workaround to get our hyperlink on the ticket form by adding this type of JavaScript with custom help text– sometimes with a prepend and sometimes with an append.

    $('.form-field.request_custom_fields_360037249600').prepend('<p>For guidance, be sure to check out our <a href="https://<your Zendesk URL here>.com/hc/en-us/categories/360002075214-TurnaroundTimes" target="_blank">project requirements and turnaround times</a>.</p>');
    0
  • 혜령 고

    Jamine, Could you show us how did you input that code? Thank you. 

    0
  • Jamie Noell

    Yes, I added the code I listed above into the script.js file which you can access in Guide.

    All of our customizations are in the section starting with $(document).ready(function().  Here is the top part of our theme, in case that helps you see where we placed ours.  You would replace 360037249600 with your custom field ID,  In this example, we are showing some help text with a hyperlink before the field (i.e., the .prepend).  If you want to show the hyperlink after the field, then use .append.

    var HC_SETTINGS = {
    css: {
    activeClass: 'is-active',
    hiddenClass: 'is-hidden'
    }
    };

    // Begin Customization
    $(document).ready(function() {

    $('.form-field.request_custom_fields_360037249600').prepend('<p><b>Check all that apply.</b> For guidance, be sure to check out our <a href="https://<your Zendesk URL here>.com/hc/en-us/categories/360002075214-TurnaroundTimes" target="_blank">project requirements and turnaround times</a>.</p>');

    });

    Here is how this code displays in the intake form in the Help Center (Guide) - our CSS formats hyperlinks in this red text.

    0

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