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Adding Hyperlinks to Ticket Numbers in Widgets

Updated

Hyperlinking tickets from widgets to your Professional Services Automation (PSA) tool offers these benefits:

  • Direct access to ticket details. Technicians and managers can click directly from the widget to open the ticket in the PSA, eliminating the need for searching. 
  • Improved Workflow Efficiency. Hyperlinks reduce the number of navigation steps, keeping technicians focused on ticket resolution. The chances of opening or editing the wrong ticket, especially when managing multiple similar issues, are eliminated. 
  • Fast action-taking. Managers and team leads can respond to trends or critical issues faster because the data is actionable right from the widget. 

This article walks you through the steps for hyperlinking tickets in widget entries to your PSA. 

Prerequisites  

You must have an admin role to create and edit widgets, including adding hyperlinks. 

Adding hyperlinks to tickets 

  1. Log in to the MSPbots dashboard and navigate to Widgets on the menu. 

    MSPbots widgets
     
  2. On the Widgets page, find the widget that needs hyperlinks and open it. 
     
  3. When the Widget Builder window opens, go to Field Chooser, look for Ticket ID, click the pencil icon.   

    edit field in widget builder
     
  4. When Add Field appears, select ticket_number or ticket_id from the Field dropdown list. 

    add ticket ID to field chooser
     
  5. Enter your preferred Alias. 
  6. Select Hyperlinks as Format Type. 

  7. Then, in the Display Type field, provide the URL.
    If you want to use a template URL

    1. Click on the Display Type field, scroll down to the Template URL section, and select a template. 
    2. Click on the Display Type field again, then scroll down the Data Columns Placeholder and select the token {{Ticket Number}} or {{Ticket ID}}. 

      select URL templates for display type in widget builder

      You can go to the URL Templates for the Display Type Field section for the complete list of available URL templates. 
       
    3. Click Save.  
       

    If you want to use a custom URL

    1. Click on the Display Type field, type your custom URL. 
    2. Click on the Display Type field again, then scroll down the Data Columns Placeholder and select the token {{Ticket Number}} or {{Ticket ID}}. 

      select custom display type in widget builder
       
    3. Click Save. 
       
  8. Click Save on the upper-right section of the Widget Builder window.  

    save widget

    The Ticket Numbers in the widget now have direct access to the tickets in your PSA. 

    tickets hyperlinked to PSA

 

URL Templates for the Display Type Field  

Below are the URL Templates available for the Display Type field in the New Widget Builder. 

Display Type Field Template URLs

Click the image for a larger view.