Removal of the Plain Text Editor from Zendesk Support Follow

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?

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.

Why is Zendesk removing this?

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.

Am I affected?

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.

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What do I need to do?

You need to enable the Rich Text Editor and start enjoying the great features it has to offer. See Enabling formatting options for agents.

What happens if I don’t migrate before the removal date?

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.

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Frequently asked questions

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
  • @mentions
  • 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?

Yes!

Who should I contact if I need help or have questions?

Please contact maketheswitch@zendesk.com with any additional questions. 

 
Have more questions? Submit a request

Comments

  • 3

    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.

  • 0

    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!

  • 5

    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.

     

     

  • 0

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

  • 0

    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.

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