Inquiry about Auto hyperlink on tickets | Community
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Inquiry about Auto hyperlink on tickets

  • July 5, 2021
  • 7 replies
  • 0 views
J

Hello, Zendesk Support Team.

 

I would like to inquire about the part where hyperlink is automatically applied in response to Zendesk ticket.

As a hyperlink is automatically applied when answering tickets, there was a request to answer by removing the hyperlink from the support customer security office.

 

For reference, I checked the post of the same case as the search result in the existing Zendesk global community, but when I look at the guide through the post and the subsequent response cases, it seems that the fundamental solution has not been solved.

- the post of the same case as the search result in the existing Zendesk global community: https://support.zendesk.com/hc/ko/community/posts/115007209007-Auto-hyperlink-on-tickets

 

I tested several times as disable rich text formatting completely, or remove the hyperlink in the reply, but the ticket web editor itself is sending it by applying a hyperlink.

 

Is there any solution the Zendesk product team can provide for this?

 

Best regards, 

Judy

    This topic has been closed for replies.

    7 replies

    Jacob20
    • Jacob20
    • July 5, 2021

    Hi Judy,

    Could you please give an example of the hyperlinked text you're seeing?

    J
    • Judy13
    • Author
    • July 5, 2021

    Hello,

    Here is an example of the hyperlinked text that I seeing.

     

     

    Thank you.

    Jacob20
    • Jacob20
    • July 6, 2021

    Hi Judy,

    Sorry for the many questions, but I'm not sure what I'm looking at here - is this the email sent to the requester or is it an agent update in Zendesk, or something else?

    J
    • Judy13
    • Author
    • July 6, 2021

    Hello,

    I'm sorry that I didn't provide a detailed explanation in the previous reply.

     

    The screenshot I provided is what the support customer sees when an email is sent to the customer about the Agent's update(answering tickets) to Zendesk.

    As shown in the screenshot, the hyperlink is automatically applied and sent to the customer.

     

    To solve this, the agent on Zendesk tried: 

    disable rich text formatting completely, or remove the hyperlink in the reply.

    but still the ticket web editor itself is sending it by applying a hyperlink.

     

    Therefore, it is necessary to solve the problem that the ticket web editor automatically applies a hyperlink and sends a reply.

     

    If you have any additional questions regarding this, feel free to ask.

    Thank you!

    Jacob20
    • Jacob20
    • July 8, 2021

    Hi Judy,

    I'm sorry, but you may need to reach out to support for complete clarity on this.

    An agent should be able to unlink any hyperlink in the editor, but the email client on the requesters' end may still recognize certain patterns as url's and do the hyperlinking there (I'm not sure about this, but it may not be completely controllable from the agents' end).

    I hope this helps.

      J
      • Judy13
      • Author
      • July 9, 2021

      Hello, Thanks for your reply.

       

      If so, is it possible to disable hyperlinks by default in Zendesk settings and enable hyperlinks in settings if necessary?

      Please check if this function is possible in the Zendesk setting.

      I look forward to your reply.

      Thank you.

       

      Best regards, 

      Judy

      Jacob20
      • Jacob20
      • July 20, 2021

      Hi Judy,

      Sorry I missed your last reply. 
      I don't believe that is possible. If you paste formatted text into the ticket composer, it will show with that formatting (including hyperlinks), even if rich text is disabled.

      If your agents need to copy from a rich text source, but want to only paste the plain text, they can use the Ctrl+Shift+V command (on Windows/Linux) for pasting plain text. Instead of Ctrl+V which preserves the rich content.

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