Getting Started

Installing Smart Links

Download Smart Links from the Zendesk App Marketplace to give your agents easy access to useful tools or queries directly from their Zendesk agent workspace.

Navigate to the Smart Links admin portal via your navigation bar (only accessible from admin users)

Click Add Link to begin creating a Smart Link!

Inside the URL field, the Insert Variable button gives you an easy-access menu to select useful Template Variables or you can manually type a variable inside of double curly braces {{write_variable_here}}

A template variable is a piece of dynamic data that will be populated in realtime based on the specific ticket the agent is working on, making the end-result of the URL dynamic

Use the "Insert Variable" button to easily add common Template Variables, or manually type your own

This can help you easily link an agent to a customer's profile page, order confirmation, or any other tool, query, or page

Examples:

• https://stripe.com/customers/{{ticket.requester.externalId}}

• https://jira.com/ticket/{{ticket.id}}

• https://nice.com/schedule/{{currentUser.email}}

• https://salesforce.com/contacts?q={{ticket.requester.email}}

Example Tempalte Variables

Here are just some of the dynamic variables you can use in your Smart Link URLs:

• Ticket ID {{ticket.id}} ID of the active ticket

• Current User ID {{currentUser.id}} ID of the current user (agent)

• Current User Email {{currentUser.email}} Email address of the current user (agent)

• Requester ID {{ticket.requester.id}} ID of the ticket requester (end-user)

• Requester External ID {{ticket.requester.externalId}} Externally-mapped ID of the ticket requester (end-user)

• Requester Email {{ticket.requester.email}} Email address of the requester

• Assignee ID {{ticket.assignee.user.id}} ID of the agent assigned to the active ticket

• Assignee Email {{ticket.assignee.user.email}} Email address of the agent assigned to the active ticket

• Brand ID {{ticket.brand.id}} ID of the brand associated with the ticket

For a more complete list, see Template Variables

Pricing

Get started for Free with 2 dynamic links! Unlock unlimited links with our paid plan

To manage your plan, navigate to Admin Center > Apps and integrations > Zendesk Support Apps

Click the cog icon and Change settings

Upgrade from the Zendesk Admin Center

Select the Pro plan, and enter your billing details

You can cancel at any time using the same process