I reached out to support already, and they directed me here.
A few weeks ago, we noticed that URLs are being filtered out of tickets when they’re emailed to end users and support staff. While I understand the security reasons behind this, the message simply says “to see the links, open the incident details page” without giving any indication of where that page is. About 99% of my users interact with our helpdesk exclusively through email and have no idea how to access the helpdesk anywhere else.
If URL filtering is going to remain in place, I’d like to suggest adding an approved-website list or at least providing a clear “access here” button or link to the incident details page. As it stands, the feature feels incomplete and not ready for production.
We frequently include URLs to external knowledge-base resources, and having to email these outside of the ticketing system is inconvenient and disrupts our workflow.
