Color Text - We want your feedback!
The Zendesk Agent Workspace now supports colored text in ticket comments. You can add colors to existing text or copy colored text from other sources.
For more information about the rollout for this feature, see the Announcement. For information on how to use this feature, see Changing text color.
This feature was one of the most highly requested features by our Zendesk community. We actively monitored the feature request thread and read through all your use cases. For example:
- Copying colored text from different sources and retaining the colors when pasting into the editor
- Changing the color of the text or picking a color before typing a response.
- Applying rich-text formatting to colored text or changing the color of already-formatted text.
You wanted the ability to make important information stand out and now you have what you were waiting for!
Please let us know by commenting on this post if you are using this feature and if there is anything we can improve in your experience.
We can’t wait to hear from you!
We have released a fix for the issue you were experiencing with the color text and background color text feature release. We now no longer retain colors on copying & pasting text.
If you would like to use this feature but were unable to because of the regression, you can now enable it again in your settings. Thank you! Please let us know if you have additional feedback.
This is a really nice feature, but I keep having problems when I paste things, they tend to go gray, this can be hard to see and then I have responses that go back and fourth between black and gray.
Having the option to disable, or set a default color when pasting or some way to not copy colors would be nice.
There was one occasion I copied white text and didn't realize because it disappeared into the background, I thought I copied nothing and sent a reply with white text that I had pasted multiple times before just typing it out, which made the whole thing look really unprofessional and peeved me a bit.
Hi Daniel Sitze - This is great feedback. Thanks for sharing. We will look into how we can best solve this. In the meantime, can you try Cmd + Shift + V (Mac) instead of Cmd + V when pasting anything into the composer? Adding Shift will basically remove all the formatting (including color) while pasting text. If you are on windows, use Ctrl + Shift + V. Please let me know if it works for you?
Thanks for that! I didn't know about the hotkey to remove formatting, I will use that in the future.
Being able to disable the color in general would be appreciated as me nor my team ever use it.
Appreciate the quick response.
Thanks, Daniel Sitze. Absolutely, we will be looking into improving this experience. :) Happy thanksgiving!
This feature is not showing in our instance, how do I enable?
Hi Stephanie McIntyre - This feature is only available in Agent Workspace for now. You seem like you're on Non-Agent Workspace currently. :)
Thanks for the quick reply. To me this implementation is not what the general community requested in https://support.zendesk.com/hc/en-us/community/posts/4409222521242-Change-text-colour-in-Ticket-editor. We simply want to be able to edit text colours in the emails that we are sending to customers (our group is not interested in enabling Chat or agent workspaces). When will this be available to non-agent workspaces?
I hadn't seen anything about this! Great! Perhaps consider a method to set a default color for private and public comments so each type can easily stand out. For example, private notes cans be set to always be blue, etc.
I like the fact that I can add color to responses but I really don't like the fact that pasting content automatically carries over the original formatting. This has made me lose a significant amount of time when responding to clients.
Its good to know that holding down shift when pasting removes the original formatting but I wish I could set that as the default. Its tiny increments of time that really add up.
Can we have this feature added to Side conversations ?
It would be great if this could be done via Macros that create side convos as well....
+1 to what Daniel & Valentine have already said. The original formatting being copied over when pasting is really frustrating. Good to know about holding shift but CMD+V is the normal way to paste content so it’s just another thing for our agents to remember to do (old habits die hard).
When agents forget to fix the formatting or use that shift key to paste without formatting, that mismatch of formatting carries over to end user emails (I just saw one that looked pretty bad which prompted me to search for a post in the community about this issue).
While this feature is nice otherwise, this feature has always been a nice to have in my own personal eyes. If the formatting continues to transfer over with copying, I’d probably be more inclined to want to disable this feature since we don’t have a large enough use case for needing this functionality.
Side conversations need to have color and sizable text.
When will this be available in the default editor without Agent Workspace?
Thanks, everyone for all your feedback. We appreciate your engagement in this thread.
Thanks for sharing how pasting content with formatting has been inconvenient. Please do use Cmd+Shift+V when pasting content, adding "Shift" should strip all kinds of formatting. We are also working on putting this feature behind a setting so that you can choose to enable to disable this feature. I will update once we are close to releasing the setting.
I will pass your request to add color and sizable text to the side conversations to the appropriate team.
We are not planning to add this color text feature to the default editor without Agent Workspace enabled as of now. I'll be sure to let you know if this changes in the future. Thanks!
Amisha Sharma it is no longer planned to add it to the default editor? 3 month ago on this site Lisa Kelly said it will be added also to the editor without agent workspace enabled?
My apologies for the confusion! I said that Zendesk is unifying composers across both the Zendesk Agent Workspace and the standard agent interface. See this Announcement for details. However, you still need to have Agent Workspace for color text. Amisha Sharma can confirm.
The link doesn't work for Changing text color. https://support.zendesk.com/hc/en-us/articles/4408829746330#topic_vpl_wfh_1qb
Can you enable color font for Macros?
You get error message :
The page you were looking for doesn't exist
You may have mistyped the address or the page may have moved
Here's the correct link to Changing text color
Currently, color text is not supported in the Macros editor.
Any update on when this feature will be available for side conversations?
Hi Zendesk team, I understand Zendesk is no longer retaining colors on copying & pasting text due to some issues experienced by other clients, but for our client that feature is fundamental, and can be really helpful, as they do have a lot of "MS Word Templates" they use for employee communications (from Zendesk tickets). It would be interesting if Zendesk put back that feature again, as optional (maybe a parameter, or a shortcut while pasting) .. doing that, it's up to us decide to use it or not. The lack of feature is causing rework to our agents, as they do need to put the colors/formats directly in Zendesk after paste. thanks.
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