Links Preview

An enhancement has been introduced to the Helpdesk module, specifically within ticket comments and knowledge base articles — the inclusion of link preview functionality.

With this addition, any links shared within a comment or article will now automatically display a rich preview containing relevant information such as the page title, description, and thumbnail (if available). This visual enhancement allows users and support agents to quickly understand the content of a link without needing to open it in a new tab, improving clarity and user experience during discussions or while browsing articles.

Moreover, users have full control over their workspace. The link preview can be easily dismissed at any time if they prefer a cleaner view.

This functionality is configurable via the Helpdesk settings, giving administrators flexibility in managing how link previews are displayed across the system. The preview will only be shown if this setting is explicitly enabled, allowing each organization to tailor the experience according to its preferences or privacy policies.

Overall, this enhancement provides a more interactive, informative, and user-friendly communication experience within the Helpdesk, promoting better collaboration and quicker context understanding for both support teams and end users.