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Mention another ticketid will generate a URL for zendesk

  • June 7, 2021
  • 3 replies
  • 0 views
Diogo11

Hi,

If an agent is replying to a customer ticket and he writes something like "#4232" (another ticket id), if we check the email it will automatically generate an url for the zendesk. We want to keep the zendesk url private from customers, is there a way to remove this? Or change the URL automatically generated?

    3 replies

    J

    Hi Diogo Romero,

    The easiest way is just to insert a space, so: "# 4232"

    That won't generate a link for you internally, of course -- I don’t think there’s a way to have it generate a link for internal use but not for external users. If that's important, you could paste `#4232" into a private comment on the ticket.

    T
    • Tomas20
    • June 14, 2021

    Hi @Jonathan March,

    Thank you for the reply.

    Since having users and agents avoiding the insertion of ticket ids (such as #4232) in public comments is not a feasible workaround in our case, are you aware of any way of disabling these automatic links sent in the emails?


    J

    Hi Tomas,

    Sorry, I'm not aware of any way to disable them, but others might be able to chime in with a solution.

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