How to add an email address link in a KB and have it redirect to an external email programIssue In a knowledge article, clicking on email address ex: abc@gmail.com or abc@notes.com, it redirects to the new mail template.ResolutionOpen knowledge article and insert an email address in a hyperlink format inside the Text area. Eg: abc@gmail.com Click on Insert/Modify linkFill in the following details: Type: URLURL: mailto:abc@gmail.comText: abc@gmail.comTarget: None Save the articleClick on View article and click on abc@gmail.com Result: A new mail template is opened with the To: field filled in with abc@gmail.com This behavior depends on the browser settings of the user. The browser will open the default email program for any mailto: links, this does not depend on the ServiceNow platform. See the "Additional information" section of this article for more information. RESULT: Related LinksExternal Resource: https://www.makeuseof.com/tag/how-to-change-the-default-email-program-for-mailto-links/