I’d like to request an improvement to how URLs behave in conversations and tickets.
Currently, when we paste a link into a conversation, it doesn’t automatically convert into a clickable hyperlink. We have to manually format each URL to make it clickable for customers. Since we frequently share help center articles and links to sections in our app, this adds an extra step to most of our replies.
While it seems small, this creates friction in a high-volume support environment:
-
It adds time to every response
-
Slows down agent efficiency
-
Increases the risk of forgetting to format the link
-
Creates inconsistency in the customer experience
This would be a meaningful quality-of-life improvement for support teams that rely heavily on sharing links.