How to enable hyperlinks in the communication widget.

[Kvb Kiran]

I was trying to enable hyperlinks as most of the time, our service desk team or developers send URLs over to the customer or receive URLs from the customer about an item or dashboard.

We feel like not having clickable option for those URLs is not a good experience, however we also want to keep privacy in matter as we do not want the communications to be a spam or links related to phishing. We would like to have some testing on how the experience would be when having hyperlinks.

It might be the reason for ServiceNow disables by default because of this grey area.

Is there anyway to enable hyperlinks? Either system property or add the client controller logic in the communication widget.
Attaching PDI screenshot for reference.

[Kvb Kiran]

And if you think Hyperlinks are controversial/bad experience, feel free to provide your comments.

[Ankur Bawiskar]

@Kvb Kiran 

you can enable Rich Text editor so that Agents type in URL there in Standard Ticket widget

I did it for ESC portal

I recommend moving to ESC and not use SP as it's old

-> ensure you are in scope Service Portal - Standard Ticket

-> then Control + right click  -> Instance Options

-> Enable Rich Text Editor  and then Save

Output:

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Kvb Kiran]

We are using our own portals. I have attached a screenshot of PDI in SP as a context to my query.

Some agents use the service desk view from backend. Some use workspace. Support team operates from backend. I want to the functionality be consistent overall, such that no matter where you are sending any URLs, it should convert into clickable hyperlinks.
For now, we are trying to show hyperlinks in the communication widget for the end users. 

[Ankur Bawiskar]

@Kvb Kiran 

if agents are using workspace or backend to post comments then they can add link in journal fields