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.
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.
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"
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.
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"
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.
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.