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birchwilfred
Newcomer
September 30, 2026
Solved

Link to prepopulated ticket reply?

  • September 30, 2026
  • 4 replies
  • 58 views

What I am trying to do:

  • Create a link to a pre-populated, draft, public Zendesk ticket reply to an external user

Question: Is there a good way to do this, either by using:

  • A deep link
  • The Zendesk API
  • Another Zendesk feature?

What I have tried:

  • Checking Zendesk API reference → Seems you can’t create a draft reply for an existing ticket?
  • Checking Zendesk support agent → Seems there is no way to create a deep link for ticket replies to external users?
Best answer by dsniegocki

Yes, you're right that the API has no draft comment for an existing ticket, and there's no deep link that pre-fills the composer. Can you describe a bit more about what you are accomplishing with the draft comment?  Is the end user supposed to just click an externally-available link that is provided to them, after which the ticket is populated with the predetermined public comment?

 

4 replies

dsniegocki
dsniegockiAnswer
Newcomer
October 1, 2026

Yes, you're right that the API has no draft comment for an existing ticket, and there's no deep link that pre-fills the composer. Can you describe a bit more about what you are accomplishing with the draft comment?  Is the end user supposed to just click an externally-available link that is provided to them, after which the ticket is populated with the predetermined public comment?

 

Technical Director at Klick-Zen Buttons for Zendesk • www.klick-zen.com
    birchwilfredAuthor
    Newcomer
    October 1, 2026

    Thank you for the reply!

    Yes exactly, we are hoping to support this workflow:

    • Outside of Zendesk, an internal user Alice clicks on a button that redirects them to a Zendesk ticket
    • Within Zendesk, Alice sees a draft public ticket reply pre-populated with context specific to external user Bob
    • Alice reviews the draft reply before sending the message to Bob
    dsniegocki
    dsniegocki
    Newcomer
    October 2, 2026

    Thanks for the clarification!  

    A link directly to the ticket is easy enough, if Alice has a Zendesk seat license (does she in this scenario?).   A way I would approach this is:

    • create a custom multiline form field (“draft reply”); note the ID of the field as you will need it later (ID is visible in the URL when editing the field)
    • create a macro that sets comment mode to “public” and inserts a comment containing only that custom field (screenshot below)
    • have Bob prepopulate his comments on the ticket in that new “draft reply” field, and save the ticket
    • when Alice visits the ticket directly (mycompany.zendesk.com/agent/tickets/12345), she can simply click on the macro, edit if she likes, and then save the ticket

    Only extra step here for Alice is that she will have to run the macro.

    Hope this helps!!

    Technical Director at Klick-Zen Buttons for Zendesk • www.klick-zen.com
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