I need t know if there is a way to add Web Links in the ticket.

[Sofia Grunspan]

Hi! I have a request that I'm not sure if it can be accomplish, one team has a JSM project with its portal and when the ticket is created they need to make Web Links visible to customers. 

They are using Forms in the portal and as I know Web Links is not a custom field I don't know how to add it and if the agents edit the ticket after is created those changes will be visible to the customer.

They don't want to use comments because they have long threads of comments and the links get lost on them.

[David Friedrich · Accepted solution]

Hi @Sofia Grunspan 

as far as I understand your agent would like to communicate a link to the customer, but it can not be in the comments, correct?
You say that they use forms within their request types.

There is a field type "URL" for forms. Could you add a URL field to the form?

A form is always visible to the customer at the top of the request.

Hope that helps.