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Clickable Reference # in Chats?

Accepted answer
edited Jul 26, 2018 6:23AM in Communication Channels 2 comments


Hi everyone,

Some of our chat agents brought up an interesting point. When working with incidents, ORN identifies reference numbers as links that allow the agent to easily open them by clicking the ref #.

This feature can be turned on/off via the incident workspace editor (see image below). I was trying to locate this option in the chat workspace but wasn't able to. Does anyone know if it's possible to allow opening ref # that the customer sent via chat?

Much appreciated,

Edit: To clarify, we can always copy and paste the ref # in a Quick Search report to open the incident. However,  if we can save a few clicks that's always a welcome improvement.

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