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

Comments

29 comments

  • Avatar
    Dan Ross

    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!

     

     

  • Avatar
    Nekotia Jones

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

  • Avatar
    Jake Holman

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

  • Avatar
    Jonathan March

    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!

  • Avatar
    Andreas Schuster

    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.

  • Avatar
    Jennifer Rowe

    Hi Jonathan, 

    Here's the documentation for the macro formatting options: 

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

     

  • Avatar
    Jonathan March

    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?

  • Avatar
    Jennifer Rowe

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

  • Avatar
    Jonathan March

    Thanks, Jennifer!

  • Avatar
    Jake Holman

    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.

  • Avatar
    Graeme Carmichael

    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?

  • Avatar
    Kristen Mirenda

    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!

  • Avatar
    Philip Golander

    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. 

  • Avatar
    Andreas Schuster

    @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.

     

  • Avatar
    Joel Hellman (Edited )

    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?

  • Avatar
    Rebecca

    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!

  • Avatar
    Corrin Duque

    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.

  • Avatar
    Kristen Mirenda (Edited )

    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!

  • Avatar
    Joel Hellman

    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...

  • Avatar
    Kristen Mirenda

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

  • Avatar
    Erin Boyle

    We did a ticket smash here at Patreon today, and I was creating a new macro... when I realized I was writing rich text! Awesome! Great work.

  • Avatar
    David Elias

    Hi all,

    is there no Undo-Button?

  • Avatar
    Jessie Schutz

    Hey David!

    There's no Undo button, per se, but you can use the Ctrl/Cmd + Z keyboard shortcut to accomplish the same thing!

  • Avatar
    Jason Littrell

    Liquid operators for if/else statements such as less than (<) or greater than (>) symbols aren't playing nice with rich content comments in macros. For example,

    {% if ticket.ticket_field_<field_id>.size > 0 %} 

    will always return true regardless of whether or not the field has a value. Additionally, the inequality "<>" does not work, but "!=" does. Could this be an issue with the way that the rich content escapes those characters when rendering?

  • Avatar
    Kristen Mirenda (Edited )

    Hi @jason! So sorry you ran into that -- your guess is correct, it's a known issue and we're working on it right now. We have a solution, we just need put it in place. I'll report back here when it's fixed.

  • Avatar
    Jason Littrell

    Thanks, Kristen! Placing the code in a dynamic content placeholder is functioning as a workaround for the time being.

  • Avatar
    Bastien

    Hi

    Is it possible to add plain text in dynamic content too ?

  • Avatar
    Danny C

    Hi, 

    Does this new change API calls when pulling Macro content? I've noticed that macros with rich content enabled are returning different results than macros without rich content when I make an API call to return macro info. 

  • Avatar
    Kristen Mirenda

    @jason -- Our fix for that issue is now live.

    @bastien -- Do you mean, is it possible to add rich text in dynamic content? I'm sorry, but dynamic content can't use rich text.

    @danny -- Rich-text macro comment actions have a different name under the `field` key, `comment_value_html`, than plain text actions (`comment_value`).

Please sign in to leave a comment.

Powered by Zendesk