Introduction the the Deeplinks core features

What does the app do?

• Create Deeplinks

• Combine multiple values in an URL

• Deeplinks buttons can be hidden when there is an empty source field

• Activate and deactivate buttons 

• Direct search within Zendesk 

• Opening ERP with an order id which is stored in a custom ticket field

• Perform an external search query in another system like Hubspot, Shopify etc. 

• Open up your webshop with an article id which is stored in a custom ticket field

• Simply open up a google sheet which you use often without a parameter

• Open a Survey Form with or without parameters to submit data for a different purpose

• Opening CRM with a customer ID which is stored in a ticket field or user field

Core features

1. Create deeplinks

The core functionality of the app is to effortlessly add any external links to Zendesk tickets. Whether it's a link to your CRM, ERP or webshop system, or any other system (like Google Sheets, parcel tracking, or booking status), it can be added in just a few clicks. Also, the Zendesk admin can define the roles and groups which can access the app in the Zendesk instance. 

2. Combine multiple values in a single URL

The Deeplinks app allows you to dynamically combine multiple custom ticket fields into one URL. This flexibility helps tailor links to include exactly the information you need. See the example below to understand how the final link might look.

3. Hide buttons when source fields are empty.

You can choose whether a deeplink button should be visible when its source field is empty. This is controlled by the "Allow Empty" toggle:

• Blue toggle = Button will be shown even if the source field is empty

• Grey toggle = Button will be hidden if the source field is empty

Additional configuration options are available—refer to our setup guide for full details.

4. Activate and deactivate buttons 

Control whether a deeplink is currently active (visible in the ticket) or inactive (hidden):

• Blue toggle = Active and visible

• Grey toggle = Inactive and hidden

Additional configuration options are available—refer to our setup guide for full details.

5. Direct Zendesk search

You can use parameters to directly search within your Zendesk instance, e.g. https://xyz.zendesk.com/agent/search/1?q=<VALUES>. Use our example placeholder list to learn how to construct the deeplinks correctly

6. Zendesk CRM & ERP Integration or any webshop via customer ID, order ID, or article ID

Connect your CRM, ERP, or webshop systems using placeholders like customer ID, order ID, or article ID in the link configuration.

Once set up, the links will appear in the color defined in your settings. Clicking the link will open the corresponding page in the integrated platform—such as Shopify for CRM or SAP for ERP.

7. Trigger external search queries

The app supports dynamic search queries for external platforms like HubSpot, Spotify, and more. For example, you can create a link that uses the requester’s email to search within HubSpot: https://app.hubspot.com/reports-dashboard/UNIQUEID/sales?globalSearchQuery={{requester.email}}.

This enables agents to access relevant data instantly without leaving the Zendesk ticket view.