Now you can add rich content to macros, with attachments too! Follow

This feature is now available to all customers! Be sure to have rich content formatting turned on to see this new functionality in your macros

You can already use formatting and inline images in ticket comments, and now you can do exactly the same in macros too. You'll also get the additional bonus of adding both inline images and file attachments to comments within macros.

If you're a heavy user of our mobile app, Zendesk SMS, Facebook or Twitter integration, or any of our channel apps, we encourage you to make sure to check out the bottom of this announcement for info about an extra step you may want to take -- setting up a plain text version of your macro.

Creating new macros with rich content

If you've created a macro before, then there really is very little difference to the entire experience. You create comments within macros just like you used to - only now you have a full editor to format your content with.

Before you get started with rich content in macros, you'll want to make sure you actually have rich content turned on for your account.

You're probably not going to be making use of too many cats in your macros, but this is the internet and I needed a simple example. Below is an example of very simple formatting, followed by an inline image of a beautiful British blue cat, and an image of a rare burrito-cat attached to that comment. The attachment doesn't have to be an image.

bold-italic-cat.png

When this macro is used on a ticket, the text gets added to the ticket just like it would normally, followed by any attachments on the macro.

We have lots more detail in Creating macros for tickets.

Updating existing macros to use rich content

We wanted to make sure we reduced disruption to your existing workflow. This means your existing macros do not automatically become rich content. We have provided a way to easily convert content if you need to.

When looking at an existing macro with a comment action already saved, you will note a link at the bottom right of the content box called "Convert to rich content"

Screen_Shot_2017-01-12_at_4.29.44_PM.png

Clicking this will copy your existing comment action, load in the rich content editor, and place your comment back into the editor. It's like copying and pasting your existing comment without all the hassle. Once clicked, you're free to format your comment, and inline images or attach files.

If you're a heavy user of our mobile app, Zendesk SMS, Facebook or Twitter integration, or any of our channel apps, we encourage you to make sure to check out the bottom of this announcement for info about an extra step you may want to take -- setting up a plain text version of your macro.

Are attachments or inline images available for any other formatting option?

You may be using no formatting options today, or perhaps you're using Markdown. If this is the case, you will be unable to use any functionality mentioned in this announcement.

I don't see the formatting options when creating a new macro!

You probably don't have rich content turned on yet. It's a simple setting changes, check out Enabling formatting options for agents.

A note for heavy users of our mobile app, Zendesk SMS, Facebook or Twitter integrations, or any of our channel apps

Currently and in most cases, rich content within macros won't play well with our mobile app, Facebook or Twitter or our channel apps. This is largely due to a lack of support for formatted content on those environments.

That's why we added an extra optional step. You can now create a "plain text" alternative when composing a rich content comment in a macro. This way you can use rich content where supported, and the plain text alternative anywhere else. The right one will be applied automatically.

When looking at an existing rich content macro, you will note a link at the bottom right of the content box called "Add plain text"

add_plain_text.png

Clicking this will show you a second content box. You can put your alternate version of the macro in here. We'll pre-populate it with text from the rich content version to get you started, but you may want to revise it so that it makes sense without the rich content.

plain_text_input.png

You can remove the plain text version by clicking "Remove plain text" in the lower right. If you don't see the "Add plain text" link, make sure the macro has been converted to rich content.

Have more questions? Submit a request

Comments

  • 0

    Hey Jake - just checked on three different browsers, the attached images in your post are broken and not displaying at all. 

     

    Looking forward to the rollout of this feature!

     

     

  • 0

    It looks like the sample images are not appearing in this article, just placeholders.

  • 0

    Sorry about that - should be resolved by now. May need to refresh a couple of times.

  • 0

    Where is the documentation for Rich content available formatting? It doesn't show up in search for "rich content" AFAICT. Last we checked, code snippets and blocks were not well supported.Thanks!

  • 0

    Looks nice, probably i will update all the ticket action macros.

    But to be honest for our customer replies i will stay with gorgias.io , so much better.

  • 0

    Hi Jonathan, 

    Here's the documentation for the macro formatting options: 

    https://support.zendesk.com/hc/en-us/articles/115001236988#topic_fn3_4nw_4y

     

  • 0

    Thanks, Jennifer. Glad to see code blocks and span there!

    I actually meant to be asking about RTF capabilities generally (notably in direct comment editing), but presumably all formatting options in Macro RTF are also supported in direct comment RTF, yes?

  • 1

    Yes, Jonathan, you are right that they are the same!

  • 0

    Thanks, Jennifer!

  • 0

    This feature is now available to all customers! Be sure to have rich content formatting turned on to see this new functionality in your macros.

    Remember, If you're a heavy user of our mobile app, Zendesk SMS, Facebook or Twitter integration, or any of our channel apps, we encourage you to make sure to check out the bottom of this announcement before diving into the new functionality.

  • 0

    Not sure when it arrived, but the ticket comment rich text ediditor has a horizontal rule button. This is missing from the macro edittor. Any reason for that?

  • 1

    Hi @Graeme! The reason is simply that different dev teams are working on those features, and sometimes we can't get to it at the same time. It's on our backlog for the macro editor. Hoping we can get to it soon, and knowing there's strong interest certainly helps with prioritization!

  • 0

    This is a great feature especially for us when we send our customers troubleshooting's because we're now able to add more in-depth guides with icons, pictures and links. 

    Although this feature would be great if it were applied to Dynamic Content as well. We have just started to use dynamic content on some automation's, macros and triggers so if Rich content were to be implemented there as well our work would be so much faster and easier. 

  • 0

    @Jake

    I don't understand why Zendesk is not rolling out rich-content macros to ALL kinds of ticket.

    For me there is no difference between a Facebook or E-Mail ticket, i still want to format an internal note for our developers for example with some bullet points, quotes and maybe pasting a screenshot.

    Why is Zendesk not dividing this into 2 different text fields? At the moment it's always the same field, but you choose if it's public or not.

     

  • 0

    Using the macro editor, my cursor jumps around quite a lot when working with placeholders like {{current_user.name}}, {{ticket.ticket_fields_1234567}}, using latest Chrome 56.0.2924.87 (64-bit) at windows 10. 

    I've also seen text resizing itself to a smaller font (without me leaving the text editor, I'm not copy-pasting stuff it into the editor here). 

    Are these known issues?

    Edited by Joel Hellman
  • 0

    Hey Joel!

    I did some testing of this on end in Chrome and Safari on my Mac and have not been able to replicate this, but it may be browser specific. Does the issue occur in all browsers or certain ones?

    I am going to pull this into a ticket and contact you directly to do further troubleshooting. You should hear back from me soon!

  • 0

    I'm running into issues where the existing macros cannot be converted to rich text.  Fails when I click "save" and it gives the error "Unsaved".  I raised a ticket on this and referenced this article.

  • 0

    Hi all -- thanks so much for your interest in this feature. I wanted to update you on a few things:

    First of all, the "plain text" option mentioned in the original post is now available. If you have a rich content macro, you'll be able to specify an alternate version that will be used in places that can't handle the rich content (mobile app, Facebook, Twitter, Zendesk SMS, channel apps). See the updated post above for details.

    Second, I'm sad to announce that as of last week, @Jake Holman has moved on from Zendesk. There was an epic farewell party and many tributes, befitting his long tenure and incredible impact on the company. And you wouldn't believe the cake. We miss him already!

    Edited by Kristen Mirenda
  • 0

    In the rich text macro editor (and only there), I get random font sizes when I work with bold and regular formatting and copy and paste operations. This happens when I copy text from the macro editor and paste it into the editor. I'm just copy-pasting content inside the editor here, not from any external source.

    As manifested by the screenshot below:

    Is this a known issue? I don't know what triggers this, and exactly how to recreate it, but I get it quite often...

  • 0

    Hi @joel -- that sounds like it could be a bug, would you mind submitting a ticket so we can look into it?

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