Linking directly to comments in a ticket

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<p id="docs-hc-snippet" style="display: none;">As an agent, you often need to reference a specific update, decision, or customer reply in a long ticket conversation. You can create links to connect directly to specific comments within a ticket and share it with others. Comment links make it easier to share the exact context with teammates, collaborate on complex requests, and reduce the time spent searching through ticket histories.</p>
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<p class="p">As an agent, you often need to reference a specific update, decision, or customer
reply in a long ticket conversation. You can create links to connect
directly to specific comments within a ticket and share it with others.
Comment links make it easier to share the exact context with teammates,
collaborate on complex requests, and reduce the time spent searching through
ticket histories.</p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="topic_vnp_3ql_zt__ul_rb4_1bd_bv">
<li class="li"><a class="xref" href="#topic_bpn_sbd_bv">About ticket comment links</a></li>
<li class="li"><a class="xref" href="#topic_w1f_kjt_y2b">Creating and sharing ticket comment links</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_vnp_3ql_zt__ul_hpf_21g_sz">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828489370" target="_blank">Adding comments to
tickets</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bpn_sbd_bv">
<h2 class="title topictitle2" id="ariaid-title2">About ticket comment links</h2>
<div class="body">
<p class="p" dir="ltr">Using a Copy link option within a ticket, you can copy a direct
link to a specific ticket comment and share it with others. When
someone clicks the link, the link opens the ticket, navigates to the
referenced comment, and highlights it for easy reference.</p>
<p class="p" dir="ltr">Comment links follow Zendesk’s existing ticket access
permissions:</p>
<ul class="ul" id="topic_bpn_sbd_bv__ul_kxd_v5x_gkc">
<li class="li" dir="ltr">Users can access a linked comment only if they have
permission to access the ticket.</li>
<li class="li" dir="ltr">Sharing a link does not grant additional access to a
ticket or its comments.</li>
<li class="li">Redacted comments remain linkable and can still be located in a
ticket.</li>
<li class="li" dir="ltr">If a linked comment has been deleted or is no longer
available, Zendesk will handle the link without exposing
unavailable content.</li>
</ul>
<p class="p" dir="ltr">Typical uses for sharing comment links include:</p>
<ul class="ul" id="topic_bpn_sbd_bv__ul_j2y_5vy_2kc">
<li class="li" dir="ltr">References from one ticket to another</li>
<li class="li" dir="ltr">Links shared within the same ticket conversation</li>
<li class="li" dir="ltr">Slack or other internal messaging tools</li>
<li class="li" dir="ltr">Emails</li>
<li class="li" dir="ltr">Documentation tools such as Google Docs</li>
<li class="li" dir="ltr">Internal notes or collaboration workflows</li>
</ul>
<p class="p" dir="ltr">The Copy link option is available for comments in:</p>
<ul class="ul" id="topic_bpn_sbd_bv__ul_l2y_5vy_2kc">
<li class="li" dir="ltr">Tickets from all channels, except Chat. </li>
<li class="li" dir="ltr">Tickets that aren't archived. </li>
<li class="li" dir="ltr">Tickets created on or after January 1, 2026</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_w1f_kjt_y2b">
<h2 class="title topictitle2" id="ariaid-title3">Creating and sharing ticket comment links</h2>
<div class="body">
<p class="p" dir="ltr">To share ticket comments links, you can copy the link directly
from a ticket comment and paste the link into another document,
another ticket, or another location within the same ticket. </p>
<p class="p" dir="ltr"><strong class="ph b">To create and share a comment link</strong></p>
<ol class="ol" id="topic_w1f_kjt_y2b__ol_ekd_5xy_2kc">
<li class="li" dir="ltr">In a ticket, locate the comment you want to
share.</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_w1f_kjt_y2b__image_ymq_p2z_2kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_options_menu.png" width="16">) next to the
comment.<p class="p"><img class="image img-screenshot" id="topic_w1f_kjt_y2b__image_bsh_v2z_2kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_ticket_comment_links_copy.png" width="450"></p>
</li>
<li class="li" dir="ltr">Select <strong class="ph b">Copy link</strong> from the options menu.<p class="p" dir="ltr">The comment link is copied to your
clipboard and you’ll see a confirmation
message.</p>
<p class="p"><img class="image img-screenshot" id="topic_w1f_kjt_y2b__image_ex4_1q2_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_ticket_comment_links_message.png" width="250"></p>
</li>
<li class="li" dir="ltr">Paste the link into another location, wherever you
want to include the ticket comment link. <p class="p"><img class="image img-screenshot" id="topic_w1f_kjt_y2b__image_e3n_dq2_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_ticket_comment_links_email.png" width="450"></p>
</li>
</ol>
<div class="p" dir="ltr">
<strong class="ph b">To open a comment link</strong><ul class="ul" id="topic_w1f_kjt_y2b__ul_xl4_dyy_2kc">
<li class="li">Click the comment link. <p class="p" dir="ltr">The link opens the
associated ticket in Support, scrolls to the
referenced comment, and highlights
it.</p>
<p class="p"><img class="image img-screenshot" id="topic_w1f_kjt_y2b__image_zmh_kq2_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_ticket_comment_links_highlight.png" width="400"></p>
</li>
</ul>
</div>
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