Rich text formatting options reference

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24 Comments

  • Bonnie
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    How do I insert an image into the comment? 

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  • Jessie Schutz
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    Hey Bonnie!

    You can use Cmd/Ctrl + M to insert inline images, or you can drag/drop the files directly into the ticket.

    Edited for correction.

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  • Bonnie
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    So there is no way to embed an image, they always have to be attachments? 

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  • Darrin Winning
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    Funny that in the Help Center WYSIWYG editor, we can embed images as above, yet with the recommended RTF Editor in the Agent Interface we can not. Losing that from Markup is very frustrating as it's always been a most useful tool.

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  • Jessie Schutz
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    Hey Bonnie!

    Sorry I wasn't more clear. For in-line images you just need to drag and drop them into your ticket comment!

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  • Jessie Schutz
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    Hey Bonnie!

    Just an update here...I was just informed by a colleague that you can actually use Cmd/Ctrl + M to insert in-line images!

    Fun Fact: you can also use Cmd/Ctrl + K to create hyperlinks. :)

    I'm going to update my original comment to reflect this information, and send a request over to our Documentation team to see if we can get those two items added to this article.

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  • Hani Azzam
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    I have "formatting options for agents" enabled (via Settings>Tickets) but when I send an email, it still appears in the requester's inbox as plain text (links not included and italics appear like _this_ rather than in actual italics). Any idea as to why this might be occurring and how it can be remedied? Thanks

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  • Allen Hancock
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    Hi Hani!

     

    You mentioned that your formatting options were enabled. There is a choice after that, the new Rich Content, and the older Markdown. 

    Which are you using?

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  • Hani Azzam
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    Thanks Allen. I had the issue solved in another Zendesk support thread already! 

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  • Charles Briscoe-Smith
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    How do I "remove all formatting" on text already entered?  Also, is there any kind of "source view" available, where I can see the text marked up instead of WYSIWYG'ed, for when I need to sort out b0rken formatting?  Thank you.

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  • Michel
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    Hello Charles, 

     

    Where are you intending of removing all the formatting of the text you have already entered? 

    Since this post has been pulled into a ticket already, would you mind us going on with this request via our existing ticket? 

    If so, what would be a good email address to reach you at? Or if it is easier for you, you can contact us at support@zendesk.com and refer ticket number 2588749 on your request.

    Looking forward to your response.

     

    Cheers, 

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  • Joel Hellman
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    The increase/decrease heading shortcuts CTRL/+ CTRL/- doesn't work in Chrome/Windows. Please update article (or add support). Latest Chrome 57/58, and Windows 7/10.

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  • Dean Campbell
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    Hiya - is there a size limit for inline images?
    We're testing this, and had issues with a couple that are 1-2Mb, which is larger than the ones that seem to display OK

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  • Dennis Lynn
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    Hi Dean - There are size limitations in place based on plan-type. The following are the file size limits per file for each plan:

    • Essential: 1 MB
    • Team: 7 MB
    • Professional and Enterprise: 20 MB

    With this in mind, if you are on the Essential plan you will not be able to attach the types of images you are describing. If you are on a different plan and continuing to encounter issues, please let us know!

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  • Sharon Skinner
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    Hi

    I have noticed that when creating new articles within Help Center / Guide, the formatting looks correct and how I want to see it (as shown in the first image):However, when you publish the article the spacing increases as below image.

    Any ideas please?  We are using Chrome 59.0.3071.115, I've also tested in I.E 11.  We have Rich Tex enabled for Support.

    Thanks,

    Sharon

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  • Jessie Schutz
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    Hi Sharon!

    As a sanity check I went into my test instance and checked this formatting, and my results were very different: 

    Have you made any changes or customizations to the CSS in your Guide? My educated guess here is that there's some custom code in there that's making the spacing look wonky. So I'd definitely check there first. If you don't find the culprit there, let us know and we'll see what else we can figure out!

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  • Sharon Skinner
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    Hi Jessie

    Thanks for the quick response  ;o)

    We've made no changes, to CSS.  All the settings that we used were from the 'option choice' that you can choose when configuring the Guide as part of the move from the 'Help Center'.  The settings have been since then but as I'm trying to standardise the fonts of the documents in the Guide, I'm only noticing it now.

    Thanks,

    Sharon

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  • albert cui
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    How do I programmatically format ticket descriptions with RTF?

    For example, in markdown:

    • inline code is `inline code.`
    • bold is **bold**

    What's the counterpart for RTF?

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  • Amie Brennan
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    Hi Albert,

    You can look at using the API to programatically do this. You will need to use HTML. You can find our all the details for this here

    Best,

    Amie

    Amie Brennan | Chief Unicorn Wrangler | Senior Customer Advocate - Tier 1 | support@zendesk.com

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  • Lou Abigail Menard
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    Hi, 

    I'm aware this thread is for Zendesk SUPPORT.

    But can we also insert Images and make them clickable, in the ZD GUIDE? We would like to insert clickable images in our articles.

    Thanks

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  • Jessie Schutz
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    Hi Lou!

    You should be able to do this by editing the HTML source code of your article. You can find more information about accessing that code in this article.

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  • Lou Abigail Menard
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    Hi @Jessie,

    I saw that article you linked and it didn't mention anything about being able to insert 'Images' that can be "clickable". So it's not just an image being inserted, but the image holds a url so when the image is clicked, it lead me to another page or article, or etc.

    Is there another article you can link me to with a How-To on this?

    Thank you!

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  • Jessie Schutz
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    Hi Lou!

    Sorry for the confusion. The article I linked shows you how to access the source code for your article. From there you would need to use HTML to create the clickable image. If you're not familiar with how to do this using HTML, I've always found W3schools.com to be a useful resource!

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  • Rory Tucker
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    Can you please advise of the actions that happen when you use @reply anywhere in the message?

    There's an autocomplete feature in the Rich Text editor when you use "@..."

    • Does it add 'user' to cc?
    • Do they get any specific notification? 

    thx

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