Forums/Documentation/Agent Guide

Formatting text with Markdown

Jake Holman
posted this on July 17, 2012 11:37

Markdown is a simple markup language you can use to easily add formatting, links, and images to plain text. In Zendesk, Markdown is available in the following places:

  • Ticket comments (from the agent interface)
  • Macros
  • Agent signatures
  • Help Center community posts and comments

In Help Center, Markdown is enabled by default. For agents to use Markdown in other places, an administrator has to enable it in your Zendesk account. For more information, see Enabling Markdown.

Topics covered in this article:

Adding Markdown to text

The following table shows examples of how you can use Markdown to add common formatting.

Note: These examples demonstrate one way you can add certain formatting. There might also be additional ways you can achieve the same formatting. There are also many more formatting options you can add with Markdown. For more options and information, see the complete Markdown syntax documentation.
Table 1. Examples of Markdown syntax
FormattingEntered textPublished text
Bold This is how you **bold** text.
Italics This is how you *italicize* text.
Bulleted lists * Bullet one (don't forget a space after the asterisk)

* Bullet two

Numbered lists 1. Step one

2. Step two

Nested lists * This is the first level of this list.

* To make a second level, add two spaces before the asterisk or number.

Note: You can add things like images, quote blocks, or links to a nested list in addition to just text.
Headings # Heading level one (with a space after the #)

## Heading level two

### Heading level three

 

Note: You can add up to six heading levels.
Block quotes

> Block quotes have to start and end with a blank line

> And each line of the quote starts with a right angle bracket and a space

 

Inline code Here is some `inline code.`
Code blocks ```

This is a code block.

```

Images ![Optional alternative text if image doesn't load](http://www.sampleurl.com/logo.png)
Links [Link display text](http://www.sampleurl.com)
Images that are also links [![alt text](imageurl)](linkurl)

Previewing Markdown in ticket comments

When you use Markdown in a ticket comment, you can preview your formatting before submitting the comment. You enter your comment with Markdown formatting, like in the example below.

Then, click Preview to view how your ticket comment will look when posted.

 

Comments

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Jonathan March
Enthought

There should be a link to this article (or equivalent) next to the Preview link for this ticket.

January 15, 2013 12:55
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Jonathan March
Enthought

Preview mode has a bug in Chrome (not Firefox) on OSX: when the comment is rendered for preview, the spacing between paragraphs is not shown. The actual final (not previewed) comment seems to be rendered ok.

January 15, 2013 12:57
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Jake Holman
Product Manager

@Jonathan: Thanks, known issue. Interestingly if you click on the preview, it magically fixes itself. We'll look into what's causing it.

January 15, 2013 13:04
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Than Raskul
keeran

Markdown is awesome! We have enabled this on our account, but it seems that links in comments lost the "target="_blank" attribute, which used to be the default for links on Zendesk.

Our agents are quite used to just left-click on a link and gets a new tab, so I'm wondering if there's a way to turn this back on?

January 18, 2013 00:26
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Jim

I have just realized that despite seeing the "Preview" button on numerous images and screenshots I do not see it on my own zendesk.

 

When I type a reply there is nothing there for preview, am I missing an option?

January 18, 2013 17:55
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Jake Holman
Product Manager

@Than: Woah, that's not right. Is this happening in the "Classic" agent interface?

@Jim: We should probably make this clearer in this article, but take a look at https://support.zendesk.com/entries/22610681 and make sure you've got Markdown enabled.

January 18, 2013 18:01
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Jim

@Jake: I checked out that article first thing and that lead me here and is why I am confused.

I have turned on Markdown for agents in Settings>Tickets but I am not seeing the option for Enable Modern Template in the Channels>Email templates section.

You can see what I am seeing in the screenshot below.

http://dl.dropbox.com/u/10158027/ScreenCaps/nogo.png

January 18, 2013 18:05
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Joe
Zendesk

Hi Jim,

I actually just checked your account and it appears markdown is enabled. You should see it on the left side of the comment box in Classic Zendesk, or on the right side in the new Zendesk.

Here are some screenshots from your account:

Screen_Shot_2013-01-18_at_6.01.44_PM.pngScreen_Shot_2013-01-18_at_6.01.52_PM.png

Screen_Shot_2013-01-18_at_6.02.41_PM.pngScreen_Shot_2013-01-18_at_6.02.47_PM.png

If you're still not seeing it please submit a ticket so we can help out. You can just email support@zendesk.com to do this.

Best regards,

Joe

January 18, 2013 18:08
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Joe
Zendesk

Jim: In regards to your last comment, I believe your account is new enough that you only have the modern email template. The previous one was eliminated for all new users and is only in existence for users who signed up when it was the default.

I hope this clears things up. Let us know if you have any further questions or problems.

January 18, 2013 18:11
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Jim

@Joseph: thanks for the screenshots and the info about having a new account, makes sense that I would not have the option to turn it on since it should be on by default.

 

As for the "Preview", on the screenshots i see what you are seeing, but here is what I am seeing.

http://dl.dropbox.com/u/10158027/ScreenCaps/new-ticket.png

http://dl.dropbox.com/u/10158027/ScreenCaps/ticket-response-nothing...

January 18, 2013 18:15
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Jim

The clarify I am using Chrome on Windows 7 64 bit, the only installed extension is Lastpass.

January 18, 2013 18:16
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Jim

Interesting, I am now seeing the Write Preview links.

January 18, 2013 21:26
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Ryan Munsch

This is great thank you for adding this. I do have one question. Is it possible to use Markup in the user registration, welcome, or verification  email?  Currently the content of those emails are, correct me if I'm wrong, limited to basic text and LTM variables (That is the dynamic content it refers to correct?) .   If i could apply Markup to those emails it would go a long way to helping end users actually find and click on the registration link, etc.   

January 19, 2013 19:15
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Joe
Zendesk

@Jim: Sorry for the delayed response, it is likely your browser was caching the old code and needed a refresh. Glad it is working now.

@Ryan: Markdown is currently only supported in tickets. Jake may be able to speak to the possibility of using it elsewhere in the future, and may be able to address your question about LTM variables as you lost me there. This is dynamic content in a Zendesk context: https://support.zendesk.com/entries/20720458-providing-multiple-lan...

January 19, 2013 19:26
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Than Raskul
keeran

@Jake - Yep, Zendesk Classic (pronto.zendesk.com)

January 19, 2013 19:27
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Cory Brown
keeran

This is cool.

There are some times when text is formatted in a ticket and why don't know how it got that way. Our agent doen't remember adding the extra hash tags or something. Is there a way to see what the original ticked looked like before it was marked down?

January 21, 2013 02:35
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Justin Seymour
Zendesk

Unfortunately not, Cory. The preview option is the best way to see how the ticket will look. Shoot an email to support@zendesk.com if you're consistently getting markdown errors and we'll take a look at the tickets. 

January 22, 2013 06:26
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Kevin Hill
Crain

<ol> and <ul> are reversed in this forum post. The Markdown examples are correct, but the example of what it gets rendered as have the tags swapped.


In other words, asterisks, plus signs and hyphens DO produce an unordered list, which is the <ul> tag. Numbered lists get the <ol> tag.

January 22, 2013 06:35
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Justin Seymour
Zendesk

Thanks for pointing that out, Kevin! 

January 22, 2013 06:50
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Michael Fromin
ephox

I find it odd that I can't put HTML code inside of code blocks and have them show up.  Our product is sold to web developers so they often want code examples of how to do something.  If I use something simple like:

This is a paragraph with a bit of `<strong>CODE</strong>` in it. 

In Zendesk the strong tags are not shown - they are evaluated.  I would not expect this behavior inside Zendesk.  Is this a purposeful behavior?

January 22, 2013 17:43
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Jake Holman
Product Manager

@Michael: You're seeing that behavior inside a ticket?

January 22, 2013 23:45
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Cory Brown
keeran

@Justin. No worries. We found one that isn't listed here. An underlined word makes it a heading:

 

Dude
_

 

would be an h2.

 

Which I see now is listed here: http://daringfireball.net/projects/markdown/syntax#header

Cheers!

January 23, 2013 01:16
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Michael Fromin
ephox

@Jake - Yes I am.  Classic Zendesk.  In my example from my first comment I end up seeing the word CODE in a bolder font  in a code block but the text of the tags is not visible.   Here are pics of what a small example look like in the Zendesk UI vs a markdown editor...

January 23, 2013 06:51
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Anton Liaskovskyi
jelastic

Hello guys, 

Is there any chance to use markdown for customers (non agents)?

January 23, 2013 06:53
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Kevin Hill
Crain

I'm also having the same problem as Michael, where HTML tags are not getting auto-escaped inside code blocks. The only way to work around it is to manually escape the angle brackets (with &amp;gt; and &amp;lt;), which Markdown should be doing

January 24, 2013 07:46
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Michael Fromin
ephox

@Kevin - Zendesk support tells me this is a Preview problem and that if you actually submit the update things are correct.  My response to them was that won't work for me as I can't "submit and hope" that the note I am sending to my customer is correct.  We sell software and we often work with developers so the precise formatting of our tickets can be important.  

Hopefully this will be fixed soon as I really was looking forward to the ability to use Markdown and more precisely format case notes. 

January 24, 2013 08:19
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Kevin Hill
Crain

@Michael: That makes sense. Looks like my manual escaping actually came through as &lt; and &gt; in a recent comment in my Zendesk, so sounds like you are correct and that "workaround" I mentioned shouldn't be used.

January 24, 2013 08:27
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Jennifer Rowe
Zendesk

Michael, thanks for sharing the update!

January 24, 2013 11:32
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Jake Holman
Product Manager

Hey everyone, sorry about the preview bug in Classic. That's now resolved so that HTML should no longer actually resolve when previewing.

It turned out this was introduced due to a change in the underlying API which returns the preview for Markdown. We'd found a bug where it wasn't possible to do [I'm a link `with a code snippet`](www.zendesk.com) as this would output as I'm a link <code>with a code snippet</code> - so as a result of fixing the issue you all saw, that edge case of nesting markdown syntax won't be operational for a little while, but we'll be attempting to fix in the very near future.

January 25, 2013 21:15
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Allen Lai
bitcasa

I'd be curious to understand the reasoning for choosing markdown vs. normal rich text formatting, such as forums posts.

January 28, 2013 15:00
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Alberto Bencivenni
devdept

Great feature! We were waiting this from years...

January 28, 2013 23:51
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Sean Kearon
pirform

Just awesome!

January 29, 2013 03:16
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Dominic Eldred-Earl
webexpenses

Is there any way to add a link to an image?  

So that you can have your company logo link to your home page for example? - Thanks

January 30, 2013 03:37
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Manuel
cleverelements

Is there any chance using Markdown in Trigger Mails?

January 30, 2013 13:55
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Kevin
whatsapp

I have found that this isn't working if I want to nest unordered lists inside of ordered lists. As an example, I expect:

A list
1. First numbered item
 - First unordered sub item
 - Second unordered sub item
2. Second numbered item

to return:

 1. First numbered item

  • First unordered sub item
  • Second unordered sub item

2. Second numbered item

But what it actually returns is:

1. First numbered item
  1. First unordered sub item
  2. Second unordered sub item
2. Second numbered item

The reverse works fine however (with a numbered list nested inside an unordered list).

January 30, 2013 19:28
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Kevin
whatsapp

In addition to the previous comment, it seems that there is no ability to do <ol type=a> lists (or i, I, or A for that matter).

I would also like to throw behind my support for triggers/automations being able to use the markdown, as we currently use some dynamic content for both triggers and human responses, so things that are broken by the markdown (i.e. the previously explained lists) can't be fixed in the human responses as working around the markdown (or just re-doing our content to work with the markdown) will make the triggers/automations look off.

January 31, 2013 16:39
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Cory Brown
keeran

In classic, links still aren't opening in new windows. Recent example: http://support.prontomarketing.com/tickets/113229 (comment on Feb 1).

January 31, 2013 22:19
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Justin Seymour
Zendesk

Thanks, Cory! We'll look in to that. Markdown is currently not available in triggers/automations. 

February 10, 2013 05:06
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Kevin Meyer
newrelic

@Jake - any update on html target attributes in Classic? We're experiencing the same thing Than described - comments from end-users retained the target="_blank" attribute in hyperlinks, but agent replies do not.

February 12, 2013 15:17
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JP Hersbach
mobileiron

How can I get rid of markdown on a per case or case update

It is messing up my  updates and updates before this markdown was enabled

February 13, 2013 04:30
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Jake Holman
Product Manager

@JP: Markdown is something that's applied during rendering. This means there's no way to say "Save this comment as Markdown, but not this one", because we're applying the markdown styling when we render the page/email notification. You can only turn Markdown completely on or completely off.

@Kevin: Let me check to see where that fix is for the links, and I'll take a look at the list problem - hopefully it's simply a styling problem.

@Manuel: Little known fact, you can use HTML in Triggers/Automations, so Markdown would be somewhat obsolete there.

February 13, 2013 08:05
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Luis Perez
bitsmt

Wow! This reminds me of HTML 2.0 days. I loved using notepad to write websites! :-D

February 22, 2013 07:56
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Jeff Levitt
secondmarket

This doesn't appear to be working with Hub/Spoke.  I've enabled markdown in the hub and a spoke account, however when an agent makes a public comment in the hub account with markdown, the end user receives the raw markdown instead of what's seen in the preview.

February 22, 2013 12:53
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Trisha Patel
Zendesk

@Jeff: There's a fix on the way for that problem, we're hoping that should go in within the next few days. You'll need to make sure Markdown processing is turned on in both accounts.

February 22, 2013 15:00
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Laura Harris
springshare

It appears that if a list will have some sort of heading, that you must have a blank line between that heading and the list. So, this works:

My List 


+ Bullet One

+ Bullet Two 

But this does not:

My List

+ Bullet One

+ Bullet Two.

Also, is there any way to have nested, unordered lists? Something that would render like:

<ul>

<li>Heading One</li>

<li>Heading Two 

           <ul>

           <li>Sub-heading One</li>

           <li>Sub-heading Two</li>

           </ul>

</li>

</ul> 

Thanks!

February 25, 2013 14:49
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Justin Seymour
Zendesk

Thanks for sharing, Laura! 

February 26, 2013 05:59
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Kevin Meyer
newrelic

@Jake - Any update on hyperlinks opening in same tab instead of a new one?

March 01, 2013 13:05
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Tony Mayse
newrelic

I would dearly like to get a resolution to the lack of  `target=blank` in links posted from Zendesk when markdown is turned on. It's a real disruption to workflow when I click on a link in a ticket that was added from within Zendesk when markdown is enabled and it navigates me away from that ticket. It seems like the `target=blank` should be added into responses to customers anyway.

March 01, 2013 14:40
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Jake Holman
Product Manager

@Jeff L: Sorry about that. This should now be fixed for multi-brand and ticket sharing. It means if both accounts have Markdown turned on, then comments made on a shared tickets by agents in either account should now be process using Markdown and render nicely - including in email notifications.

@Kevin/Tony: That should be fixed now. I just checked myself to make sure and can confirm links now open in new windows. Are you not seeing that fixed?

March 05, 2013 18:31
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Jeff Levitt
secondmarket

@Jake, I've confirmed this is working in our sandbox.  Thanks for the quick turnaround on this one!

March 06, 2013 06:00
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Reagan
pco

Anyone else having issues with apostrophes in markdown? I tried to link text today and used the word: user's. the apostrophe comes out &#39;. I tried escaping it and using HTML, but neither worked.

March 14, 2013 15:07
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Tony Mayse
newrelic

@Reagan yes, I've been seeing the same thing. I've been finding creative way not to use apostrophe's inside markdown delimiters.

March 14, 2013 15:14
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Mark Stagi
yousendit

Can we add images that are also linkable? 

April 01, 2013 10:54
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Brandon K.
Zendesk

@Mark: Yes, the instructions are under the section 'Images and links' and the format should go like this:

![I am an image's alt text](http://www.example.com/image.png)
April 01, 2013 11:38
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Jim Nestell
Snagajob

Is there going to be a capability to use Markdown to highlight text in a response?  If not, what tips exist for other ways to highlight specific text?

April 10, 2013 06:57
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Jake Holman
Product Manager

@Jim: You can use blockquotes to basically achieve the same thing. See https://support.zendesk.com/entries/21714462#topic_wky_rd1_p3

April 10, 2013 09:22
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Kevin
whatsapp

Is there any word on whether or not the "email user" action inside of triggers/automations can/will be able use markdown?

April 10, 2013 12:42
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Stanislav Mokry
jetbrains

When I want to add table (according to http://daringfireball.net/projects/markdown/syntax)

It does not seem to work. Can you have a look at it?

April 11, 2013 06:06
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Jake Holman
Product Manager

@Stanislav: Markdown doesn't actually support tables. Are you referring to the "inline HTML" section of Daring's documentation?

April 11, 2013 08:54
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Ches Spencer

Hi Jake,

I noticed that the triple hyphen "---" creates a nice solid grey line to separate content in communications. However, the triple hyphen immediately after a line of text (not separated by a line break) boldfaces the preceding text and the grey line disappears.

Also, when the triple hyphen has a preceding line break there are about four line breaks between the grey line and the preceding text in the rendered communication, but the spacing does not appear in the preview.

example of rendered communication:

my preceding text

line break

line break

line break

line break

---

line break

hello

line break

---

I enjoy using the grey line quite a bit, however I recognize these inconsistencies in the application of the triple hyphen.

Thanks!

April 17, 2013 07:24
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Stanislav Mokry
jetbrains

@Jake,
yes, I'm referring to the: "For example, to add an HTML table to a Markdown article: ... "
That's a bit sad since we were adding content in quick tables when we were using e-mail clients...
Any suggestions?


April 21, 2013 05:42
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Seth Wylie
insightsquared

I can't seem to find any way to do nested unordered lists (or ordered lists, for that matter). Is there something I'm missing?

May 07, 2013 12:04
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Jake Holman
Product Manager

@Stanislav: Sorry, I missed that comment. Unfortunately I have no suggestions for you. Perhaps we can look into adding support for it - I believe there's some Markdown syntax for tables out there.

@Seth: You can do that:

* Level 1
* Level 1
  * Level 2
  * Level 2
* Level 1
* Level 1

Two spaces of indentation is the key. Note I think we only support 1 sub-level.

May 07, 2013 12:09
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Seth Wylie
insightsquared

Aha!  Thanks Jake.  I humbly suggest that you update the article to describe that.

May 07, 2013 12:22
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Andrew Herman

Are there plans to add Underlining to your markdown syntax?

May 10, 2013 09:01
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Jonathan March
Enthought

The very helpful "Your comment will look like this when saved. We support Markdown.
https://enthought.zendesk.com/agent/#/tickets/8275/incidents" should appear where it is needed, below the edit text field, not below the preview! If someone didn't know that you support markdown, you want them to know this (and see help on syntax) when they are typing, not after they've done it all wrong!!

Thanks.

May 10, 2013 09:12
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Seth Wylie
insightsquared

FYI, it looks like special characters are not treated correctly in links.  For example, "[Foo > Foo](http://www.google.com)" renders as seen in this screenshot: http://cl.ly/image/4611131q2f0d

May 10, 2013 12:27
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Brandon K.
Zendesk

@Andrew: I contacted our Product team and there are no plans to introduce underlining to markdown. They believe that bold and italics are enough emphasis to get a point across.

@Jonathan: Thank you for your feedback. I sent your comment to our Product Managers and they are taking it into consideration for any future updates to the Zendesk interface.

@Seth: Do you think you could tell me what web browser and version you are using as well as exactly where you see the broken characters within Zendesk? I don't seem able to replicate this on my own system.

May 17, 2013 11:05
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Seth Wylie
insightsquared

Hi Brandon,

It looks like it has been fixed! I saw it still happening just yesterday or the day before, but it looks fine now. Thanks.

May 17, 2013 11:34
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Brandon K.
Zendesk

Hey Seth,

I'm a big fan of problems that fix themselves. Thanks for letting me know!

May 17, 2013 11:36
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Jonathan March
Enthought

$0.02 - disappointed about underlining. Depending on font, bold can be barely detectable, and italics does not jump out when scanning a document very quickly.

May 17, 2013 12:27
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Kevin
whatsapp

It looks like the nested lists are adding a <br> tag in between every list item.

When trying to write a list that looks like:

1. hello
2. yes
 - ok
 - yay!


the markdown formatter puts this:

<ol type="1">
<li type="1">hello</li>
<li type="1">yes<br>
<ul type="disc"><br>
<li type="disc">ok</li><br>
<li type="disc">yay</li><br>
</ul></li>
</ol>

 From the looks of it, there are far too many <br>s in there, the one after the opening <ul> and all the ones after each of the <ul>'s <li>s are also unnecessary.

May 22, 2013 09:58
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Brandon K.
Zendesk

Hey Kevin,

Are the extra <br> tags causing issues for you? If you could let me know what is occurring I'll be better equipped to offer you a solution. Get back to me at your own convenience!

May 28, 2013 17:26
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Kevin
whatsapp

Hi Brandon,

Yes, the extra <br> tags are an issue, see the attached screenshot of what the extra spacing ends up looking like. Here is the "source" markdown:

This is a test

1. hello
2. test
- why
- is
- there
- so
- much
- space?
3. test
4. test

and the outputted HTML:

<p>This is a test</p>
<ol type="1">
<li type="1">hello</li>
<li type="1">test<br>
<ul type="disc"><br>
<li type="disc">why</li><br>
<li type="disc">is</li><br>
<li type="disc">there</li><br>
<li type="disc">so</li><br>
<li type="disc">much</li><br>
<li type="disc">space?</li><br>
</ul></li>
<li type="1">test</li>
<li type="1">test</li>
</ol>

Putting a <br> tag after a <li> does not look good, there is far too much spacing, especially since that nested list is a sub-list which is usually not as important as the main list. Notice how in the main list, there are no <br> tags after the end of the <li> tags, these are formatted correctly. It's only the nested list that looks bad because of all the extra line spacing.

May 29, 2013 09:28
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Jake Holman
Product Manager

@Kevin where's the screenshot from? Ticket UI, Email, etc?

June 06, 2013 18:11
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Kevin
whatsapp

Hi Jake,

That specific screenshot is from the ticket UI. However, the HTML that is used is sent in the email as well. Attached are screenshots from my email (gmail), from the preview mode in ZD, the edit box in ZD and the comment area.

June 06, 2013 18:56
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Kevin
whatsapp

Hi Jake,

That specific screenshot is from the ticket UI. However, the HTML that is used is sent in the email as well. Attached are screenshots from my email (gmail), from the preview mode in ZD, the edit box in ZD and the comment area.

June 06, 2013 18:56
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Paula
tinkeringmonkey

I'm able to get Markdown to work on Preview, but it doesn't show up when the ticket is submitted, either in Zendesk or in the end user's email. Help? 

June 08, 2013 11:26
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Joe
Zendesk

@Kevin

Thanks for alerting us to this. I'm creating a ticket so we can get this to the engineering team through the right channels. You'll be getting an email from me soon about this. For anyone else wondering, I will update you here when this issue is resolved as well.

June 09, 2013 16:29
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Kevin Grove
simyo

Hi,

 

I was wondering if there is any possibility to be able to have clickable image's that allow me to use for instance, a facebook logo, and have that be clickable to my facebook page.

 

Now, I feel like I must be missing something? If so, could you please point out what I'm doing wrong. Otherwise, is it possible to get clickable pictures?

June 24, 2013 02:34
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Laura D.
Zendesk

Hi Kevin, 

I was able to do that by using the folowing format: [![Test](http://www.google.com.au/images/nav_logo7.png)](http://google.com.au/). 

It's pretty much using the link format - holding something inside the "[ ]" - just instead of text we're adding an image in it. 

June 24, 2013 14:07
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Kevin Grove
simyo

It works! Thanks a lot!

June 25, 2013 01:03
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Laura D.
Zendesk

@Paula, just wanted to check if you figured out what happened or if Markdown is still not showing up?

June 25, 2013 12:55
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Joe
Zendesk

Hi all,

I've just received word from our engineering team that this should now be resolved, so you should no longer see the extra line breaks between list items when using Markdown. I've done some testing in the interface as well as email and it does appear to be fully resolved now.

That said, if you have any continued issues, please perform a cache reset on your browser. This will ensure you are running the latest version of Zendesk. If you continue to have problems after that please let us know so we can continue troubleshooting.

Thanks for your patience!

 

 

June 28, 2013 14:54
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Tim Rault-Smith
forgerock

1. The example from the original post above shows how Markdown is clever when it comes to numbering lists: if you number a list "1., 1., 1." Markdown will convert it into "1., 2., 3."

But this is not always so clever, if, for instance you have a non-numbered paragraph in between your lists.

2. When I now want to add a second item in Zendesk using Markdown, this paragraph will be numbered "1." which makes it look like I can't count! (As I just found out in a ticket update to a customer when I wasn't even trying to use Markdown.)

Could there be a modification to the Markdown implementation so that the first number in a list following a non-numbered paragraph starts from the number I decided rather than always starting from "1."?

July 16, 2013 11:08
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Kevin Hill
Crain

The other problem with numbered lists are cases where we are responding to specific items from the end users description. For example they might say:

 

“I need 3 things from you:

 

1. First item

2. Second thing

3. Final stuff

 

Say the agent completes the second thing right way and responds:

 

“We have completed item 2. As for everything else:

 

1. We will look into this

3.  Can you provide more information?

 

Markdown will change the "3." Above to "2.", making the agent look rather silly.

 

We currently work around this by using 1) in these cases, but every once in a while we slip up.

 

Thanks,

Kevin

July 16, 2013 11:18
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Zak Klein
dlyte

Can I use Markdown in an email I set up in Triggers? If so, how can I preview?

Thanks,

Zak

July 24, 2013 09:38
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Brandon K.
Zendesk

Hello Zak,

Markdown will not work with the text you place in the 'Email user' action of a trigger. If you want to have a prewritten answer that will be able to take advantage of markdown formatting, I would recommend that you create it as a macro that your agents can use on tickets.

July 25, 2013 12:39
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Rossi Luo
zuora

Hi there, 

How can I add a ticket comment like Sync_History__c? because of the underscore markdown, the actual text sent will look like SyncHistory_c, how can I solve this problem? Thanks. 

August 13, 2013 22:53
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Dr. J
Zendesk

@Rossi - Great question! - if you simply put four spaces before your command, it will show up in a block as non-functioning code.

This shows what it will look like.

August 14, 2013 08:51
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Jake Holman
Product Manager

@Rossi: To supplement the suggestion by Jonathan, if you want to preserve the formatting you can also do this: Sync\_History__c the backslash will tell Markdown to not convert that word to italic.

You can actually do this for any Markdown syntax, simple add a \ before the syntax and Markdown will ignore it. Note that bold will need double escaping: \*\*not bold!**

August 14, 2013 09:18
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Caren McCabe
fidelitrade

Is there code I can use to create tabs? I will have recurring instances where I'm replying to customer with a table of information similar to the following:

               HIHI          345789          1000.400          0.9990

               HIHI          458749          1001.500          0.9990

               HIHI          489202          1005.600          0.9990

               HIHI          432430          1000.800          0.9990

                                                         4,008.230 (need underline of last number above as this is the total of the four)

Ideally, I do not want spacing between the lines as shown above so how would I change that?

Thanks in advance for your help!

Caren

August 16, 2013 11:03
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Tim Wayne

This is a useful feature. However, it is not as useful as one of these would be:

August 21, 2013 13:53
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Johannes Sidarta
revolutionitsupport

Hi,

How do I create multi-line numbering with markdown?

What I want to create:

1. A
2. B

2.1. BB

2.2. BBB

3. C

3.1. CC

3.2. CCC

4. D

 

What produced:

  1. A

  2. B

2.1. BB

2.2. BBB

  1. C

3.1. CC

3.2. CCC

  1. D

 

Thanks!

August 21, 2013 17:07
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Oscar Tobar
Zendesk

@Caren and Johannes: Unfortunately, neither of the capabilities you are looking for is possible with our implementation of markdown.

August 26, 2013 13:36
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Tim Wayne

I use zendesk to edit and correct statements made by defendants in court cases. Is strikethrough text available in Markdown? 

August 28, 2013 21:32
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Laura D.
Zendesk

Hi Tim, 

I don't see this as part of Markdown's features, sorry. This is the story behind Markdown if you're interested: http://daringfireball.net/projects/markdown/. I can see the use for it though, hopefully it will be something they (and subsequently we) can add in the future. 

August 29, 2013 15:03
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Christian Heiler
Expedia

Table support in Markdown would be very helpful for us, as we are often in the situation to have to present data to our clients.

 

There should be an easy way to accomplish this:

https://github.com/adam-p/markdown-here/wiki/Markdown-Cheatsheet#wi...

 

Thanks,

Christian

 

September 02, 2013 06:07
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Oscar Tobar
Zendesk

Hey Christian,

Thanks for the info. As of now, we're only able to utilize the features listed in the Markdown syntax. We are continuously making improvements throughout the entire product, and our team is looking at making improvements in this particular area. 

September 04, 2013 10:00
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Ian Weatherhogg
refractiv

It would be lovely to have a markdown toolbar, like Bitbucket has:

https://confluence.atlassian.com/display/BITBUCKET/Mark+up+comments

 

September 06, 2013 04:37