Quick Links Documentation
Quick Links lets Zendesk agents open the tools they use every day from the ticket sidebar, with ticket and customer context already included in the URL.
Overview
Quick Links is built for the links agents use constantly: order tools, admin pages, shipping lookups, customer profiles, billing systems, and internal dashboards.
Instead of asking agents to copy ticket IDs, customer emails, or organization names into another system, admins can create links that include Zendesk placeholders.
Setup
- Install Quick Links from the Zendesk Marketplace.
- Open the app settings in Zendesk.
- Create a group for related links.
- Add one or more links to the group.
- Use placeholders when a link needs ticket or customer context.
- Save your settings and test the links from a ticket.
Creating links
Each link needs a name and URL. The name is what agents see in the sidebar. The URL is where the link sends them.
Placeholders
Placeholders let a link pull values from the current Zendesk ticket.
- Ticket ID
- Requester email
- Requester name
- Organization name
- Custom ticket fields
Placeholders are useful when another tool needs a ticket number, email address, account ID, order ID, or other value from Zendesk.
Groups
Groups keep related links together. Most teams create groups around the tools agents use, such as billing, fulfillment, account review, or escalation.
If your plan supports group targeting, you can show different groups to different Zendesk teams.
Import and export
Import and export can be used to back up your link configuration or move settings between Zendesk accounts.
Before importing a file, review the URLs and placeholders to make sure they match the Zendesk account where the configuration will be used.
FAQ
Does Quick Links change ticket data?
No. Quick Links opens configured URLs from the sidebar. It does not change ticket content unless a separate feature, such as click tagging, is enabled.
Can agents create their own links?
Links are configured by admins so teams have a consistent set of tools.
Can links use custom ticket fields?
Yes, if the field is available to the app and the placeholder is configured correctly.
What happens if a placeholder is blank?
The link may open without that value. Admins should test links on real ticket examples before rolling them out broadly.