links removed from email

Question

Recently any web links we include in a support ticket get removed from helpdesk responses (via email).  Anyone else seeing this?

mmerrell · Answer

Thank you Glenn!  I'm curious about the ETA :)

I do get that it's a security issue, but man what an impact in our ability to send people to internal resources.  We have to reach out them outside the ticket system.  I guess it's a small price to pay for security.

mmerrell · Answer

Thank you Glenn!  I'm curious about the ETA :)

I do get that it's a security issue, but man what an impact in our ability to send people to internal resources.  We have to reach out them outside the ticket system.  I guess it's a small price to pay for security.

GlennD · Answer

Hi @mmerrell, welcome to the community.

I believe this change was implemented in November 2025 as a security measure to prevent malicious links being shared. The ability to allow list specific domains so their links are not removed is planned, I am looking into the ETA for that feature release.