Workflow: Create and use hyperlinked URLs in triggers

Use this workflow to create a trigger that identifies tickets with specific hyperlinks or adds a clickable hyperlink to a trigger notification.

Create a trigger

Go to Admin Center

Navigate to Objects and rules > Business rules > Triggers

Click Create trigger

Add the trigger name, description, and category

Under Meet ALL of the following conditions, add Ticket > Ticket | Is | Created, Ticket > Status category | Less than | Solved, and Ticket > Comment text | Contains the following string | (hyperlinked uniform resource locator (URL))

Under Actions, select Ticket > Add tags | hyperlink_url

Click Create trigger to save the changes

Use this tag to report on tagged tickets, create views based on the ticket tag, or search for tagged tickets.

Add a hyperlink to a trigger notification

To add a hyperlink to a notification sent through a trigger, use HTML in the trigger’s email notification action.

Use the following format:

<a href="link URL">text</a>

Replace link URL with the destination URL and text with the text you want recipients to select.

For example:

<a href="https://example.com">View your request</a>

Save the trigger and test it to confirm that the hyperlink renders correctly in the email notification.

For general information about using HTML in triggers and other business rules, see Where can I use Markdown and HTML in Zendesk Support?