Earlier, the URLs used to get hyperlinked automatically, but for the past few months, they are not. So now we have to select the entire link, copy it and then paste it in the new tab to open the page user referred to. It used to be much easier before when we would simply click the URL from the ticket itself.
I spoke with Zendesk support and shared the screenshots of how it used to be much easier, but now she told me that the user will HAVE TO click the Insert/Edit link to create those hyperlinks. This change is so unnecessary because we can not train all the users and it's such a hassle for the Team to address their issues.
It has directly impacted our productivity negatively. I wonder if someone can suggest a workaround.
Thanks!