Can I add a hyperlink through a macro

Yes. Macro comments accept formatting including links, and a placeholder can make the link point at the right ticket.

Yes. Macro comments accept formatting including links, and a placeholder can make the link point at the right ticket.

Add a link

Edit the macro, select the text in the comment and insert a link as you would anywhere else. It arrives in the customer's email as a link.

Linking to the ticket itself

Use a placeholder for the ticket in the address, so the link goes to the ticket the macro was applied to rather than to a fixed one. That is how a macro can say "you can follow your request here" and mean this request.

Two things worth checking

• Where the link goes for a customer. A link to an agent interface page is useless to them, and it is easy to paste one from your own address bar without noticing.
• Whether they need to sign in. A help centre link to restricted content sends them to a login screen, which reads as being locked out.

Test it as a customer

Apply the macro to a test ticket, send it to an address you control, and click the link from that inbox. That catches both problems in one go.

See also

• Using placeholders in a macro
• Creating a macro