We would like to be able to include tel: links in the ticket summary. We have a custom integration that automatically fills the ticket summary with information from our veterinary medical records system -- client name, address, phones, as well as a summary of their pets’ medical info. Since we use Freshdesk Contact Center for voice calling, we want to be able to click on a phone number in the ticket summary and initiate the call through Contact Center, just like the tel: links in the Contact Details pane. (Our summary has space for more phone numbers, as well as a detailed description of each number, so it’s more useful for us than the two phone numbers in the Contact Details pane.) Currently, we’re able to add other html links in the summary (such as http and mailto) but not tel links.
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Allow tel: links in ticket summary
+1+1I figured out a work-around for this so I wanted to pass it along in case it helps anyone else.
The Google Chrome extension for Freshdesk Contact Center can convert phone numbers into clickable links. In order to make phone numbers in the ticket summary convertible, you need to:
- edit the extension’s options: remove “.freshdesk.com” from the exclusion list, since you do want the extension to change numbers on your freshdesk site.
- in your code, wrap each phone number in a <span> tag with the class="freshcaller-number", ie:
<span class=”freshcaller-number”>212-555-1234</span>
This is working now, and we can click the links to place a call for any of the numbers we add to the ticket summary.
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