|Announced on||Development ends||Removal|
|February 21, 2017||May 22, 2017||August 21, 2017|
The plain text editor is being removed from Zendesk Support. If you are currently using the Plain Text Editor in Zendesk Support, you need to enable the Rich Text Editor before the removal date.
The Markdown editor is NOT going away. If you are already using Markdown, you'll continue to be able to use this editor. If you want to switch to Markdown, you can also switch to this editor.
This article covers the following topics:
- What does this mean?
- Why is Zendesk removing this?
- Am I affected?
- What do I need to do?
- What happens if I didn't migrate before the removal date?
- Frequently asked questions
- Who should I contact if I need help or have questions?
Between the announcement and end of development, Zendesk will not make any feature enhancements to the Plain Text Editor, but will continue to make minor bug and security fixes at our discretion.
When development ends, Zendesk will no longer address bugs and minor issues specific to the Plain Text Editor. We will continue to resolve any major breakage in functionality until the removal date. When development ends, Zendesk will also no longer provide support for the Plain Text Editor, but we will support your efforts to enable the Rich Text Editor.
After the removal date, if you are still using the plain text editor, your account will be automatically migrated to the Rich Text Editor.
A new Rich Text Editor was released in September 2015 to eventually replace the Plain Text Editor. The Rich Text Editor allows you to collaborate with your teams using @mentions, hyperlink URLs, drag-and-drop attachments and format your copy using standard formatting (bullets, bold, italic, etc.) options.
Maintaining an older version of a feature or product when a new version is available limits our ability to ensure a valuable experience with the new functionality and takes time away from supporting the new functionality. All of our text editor investments/enhancements will be going into the Rich Text Editor, so this will be an overall much better experience for our customers.
For more details, see the Zendesk End of Life policy, How much notice will Zendesk give for feature deprecations.
Admins can click the Admin icon, then go to Settings > Tickets. If “Enable formatting options for agents” is not selected, then you are affected and need to switch to the Rich Text Editor.
You need to enable the Rich Text Editor and start enjoying the great features it has to offer. See Enabling formatting options for agents.
If you are still using the Plain Text Editor at the removal date, your account will be automatically migrated to the rich text editor and you will see new formatting options for comments in the ticket UI.
What new features does the rich text editor have that the plain text editor doesn't have?
- Options for formatting and styling, including font size, bold, italic, bullet, number, indent, quote, code span, code block, hyperlink, and attachments
- Drag-and-drop attachments and inline images
- Ability to apply rich text formatting options to macros as well as ticket comments
Is there feature parity between Rich Text Editor and Plain Text Editor?
Please contact email@example.com with any additional questions.