Removal of the Plain Text Editor from Zendesk Support Follow

Comments

11 comments

  • Avatar
    Serge Baranov

    It's really disappointing. Most of our support engineers and customers do know how to use Markdown and prefer it to the rich text editor.

    Using Markdown you can write answers without touching the mouse and you can also use third-party text template tools to insert Markdown fragments with links, images, lists, etc.

    With the rich text editor we'll no longer be able to use our huge collection of templates via the external tools (we use them because we reply and provide support not only via ZenDesk).

    This will make our support engineers less productive. Please reconsider and leave the option to use plain text editor with Markdown support.

  • Avatar
    Jonathan March

    Mayra,

    Please comment on state and timeline of the transition from markdown to HTLML in triggers, automations, macros, dynamic content, and any other text entry locations.

    Thanks!

  • Avatar
    Mayra Pacheco

    Hi Serge and Jonathan,

    Sorry for scaring you. To be clear: Markdown is going to still be available. There is no change to this editor option. It will still be available for your agents to use. 

    Plain text is an editor option separate from markdown. This is the option with no longer be available except in the case of tickets coming from channels like Twitter and Facebook, which don't accept any formatting.

    One of the mains reasons for removing Plain Text is that both Markdown and Rich Text are much richer experiences. Having the three options has led to a lot of confusion about what each editor option does. Let me know if you have any questions about the Plain Text editor deprecation.

     

    tl;dr: Markdown is not going away.

     

     

  • Avatar
    Jonathan March

    Thanks for the clarification, Mayra. I didn't even know that a non-markdown plain text editor existed! Breathing more calmly again...

  • Avatar
    Roger

    Hopefully there are plans to make the Rich Text Editor richer, especially within Help Center?

    The ability to format articles is extremely limited, you can't even change font without using the Plain Text Editor and inserting HTML, which is extremely laborious.

    We are considering moving all our documentation to Confluence.

  • Avatar
    Matic Pipan

    How does this impact macro usage in the Support phone app? The plain-text editor for macros is the only way that enables you to use macros via phone app.

     

    Thanks and regards,

    -Matic

     

  • Avatar
    Mayra Pacheco

    Hi Matic,

    This will not change how your phone app works. We're sunsetting the Plain Text option as a default for the desktop experience. Editors will still work in plain text when there are restrictions in place because that experience cannot use rich text. Examples:

    • Facebook replies
    • Twitter replies
    • Mobile App replies
  • Avatar
    Jesi Owens

    Hi, 

    We had several triggers & views set to run via Ticket: Description in plain text format. Our tix are now coming in with formatting from a new vendor & we're seeing everything hit "unassigned view" as a result. For the image below, how can I sort into regions based on the table formatting? 

  • Avatar
    Jessie - Community Manager

    Hi Jesi! Sorry for the delayed response!

    Can you tell me more about the formatting on these tickets? Are they coming in via email, or the API? Is the table in an image or actually in the body of the ticket itself? Some additional information should help me figure out what we might be able to do here.

  • Avatar
    Jesi Owens

    Hi! They are coming in via API. The table is in the ticket itself (not an image). Thanks!

  • Avatar
    Jessie - Community Manager

    Hey Jesi!

    So off hand I'm thinking that because you're searching for those key words in plain text, and that table is rendering in a format of some kind, that's why the Triggers aren't working correctly. I'm not an API expert, but I think that you might need to reconfigure how you'll pulling that information into your tickets so your triggers can detect the key words. I don't know anything about the way things are set up on the vendor's side, but depending on what endpoint they have, you might be able to change it up so you're pulling that information into custom fields instead of the ticket description, and basing your triggers off that.

    Hopefully that's helpful!

Please sign in to leave a comment.

Powered by Zendesk