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.

How do I put a link in a macro?

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.
• Whether the macro has a plain text version. A link is rich content. On the mobile app and on channels without rich content, a macro that has no plain text fallback refuses to apply at all. Switch on Include plain text fallback in the macro and write out the address in that version.

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