You may have noticed we've been making some major improvements to the Rich Text editor, and we'd like to take this opportunity to summarize for you all. If you haven't enabled the Rich Text editor, than we'd like to introduce you to some of these awesome features.
Some of the most commonly used features are formatting options, such as bolding, italicizing, listing, and hyperlinking. Formatting can make the message easier for the requester to read and understand. Apps are now available right in the Rich Text editor, branded as Support Editor Apps, making agents more efficient with their favorite tools right at their fingertips. Beyond formatting text, you can drag, drop, and resize images in the editor to your liking.
This all enables your agents to provide a more personalized experience and increases customer satisfaction by providing a more tailored interaction.
All the formatting you're used to
The Rich Text editor supports a number of formatting options that can help your agents personalize their messages:
- Styles (Headings)
- Bulleted Lists
- Numbered Lists
- Indentation Control
- Code Spans
- Code Blocks
- Inline Images
- Horizontal Rule
- Pasted tables
For details, see Adding comments to tickets.
In addition to a number of convenient placements for apps, we've now embedded Support Editor Apps right into the editor. They appear as native looking icons in the editor toolbar - right alongside the native formatting and attachment icons.
To interact with these apps, you can click their icons to open the Editor App's popover. This popover's size, content, and layout are determined by the app developer. Some apps will have options for you to find files in external accounts, other apps will let you annotate screenshots directly from your editor, and others like the Emoji app will let you insert objects into the editor. For details, see Editor Apps: Your favorite apps right at your fingertips.
If you’re on the Professional or above, you can build your own app in this location. Check out our Apps Framework documentation to learn more.
Drag or paste images
Want an image in your reply? Drag it right in or just paste it. You can move the image around, resize it, and easily remove it. Just like you'd expect.
Paste your tables too
We've brought tables to the... table. Agents are able to paste tables from nearly anywhere, including Excel and Google Sheets, into the editor.
Functionality here will be limited. Agents cannot add more columns or rows and they cannot start a table from scratch. These features may be considered for the future.
Enabling the Rich Text editor
By default, the Rich Text editor is enabled for new customers. Existing customers need to enable the Rich Text editor for agents.
For details, see Enabling formatting options for agents.