Enabling formatting options for agents

Have more questions? Submit a request

26 Comments

  • Chris
    Comment actions Permalink

    Hi All! May I ask what this new Rich Editor means for markdown in agent signatures? Now older replies have the old formatting as regular text and it looks terrible. We would love to switch over but will miss our custom signatures with links and images terribly.

    0
  • Laura Desmond-Black
    Comment actions Permalink

    Hi Chris,

    Old replies should still be displaying properly - are you seeing Markdown characters in old replies? If so do you have a ticket example?

    Once you turn on the rich text editor we will process any Markdown you have (in signatures or macros) before applying text to the ticket. We're running it through a converter so that the Markdown is translated to HTML.

    0
  • Jason Rhodes
    Comment actions Permalink

    Has the processing stopped on this, as it's been listed at 50% for more than 24 hours. I keep checking my ticket settings and then coming back here to see the progress, but it has said "We are currently at 50% of all accounts as of October 6th." for more than 24 hours.....

    0
  • Laura Desmond-Black
    Comment actions Permalink

    Hi Jason,

    We're actually at 70% as of yesterday afternoon, we forgot to update this article after increasing the number. We're continuing to rollout so we'll probably increase that number again this afternoon or tomorrow. Thanks for hanging in there!

    0
  • Ravi Kant Verma
    Comment actions Permalink

    Are we able to embed images in the ticket update. Like with Mark down we use to embed images where ever we need.

    with rich text what option do I have to use ?
    I can attach and that works fine.

    0
  • Laura Desmond-Black
    Comment actions Permalink

    Hi Ravi,

    With the rich content editor you can drag and drop images directly into the comment field. When you start to drag in a file from your desktop you should see guides appear in the Zendesk tab that let you know where to drop the file depending on if you want to attach it or add it inline.

    0
  • Hani Azzam
    Comment actions Permalink

    I have "formatting options for agents" enabled (via Settings>Tickets) but when I send an email, it still appears in the requester's inbox as plain text (links not included and italics appear like _this_ rather than in actual italics). Any idea as to why this might be occurring and how it can be remedied? Thanks

    2
  • Oliver Knigge
    Comment actions Permalink

    We have the same problem like Hani.

    We have enabled the Rich Content Texteditor and if we use any formattings of the editor, it will be showed as plain text in e-mail notifications.

    For example if you have a bold text, it will be showed *bold* in the email.
    Tables looking terribly. 

    How can this be solved?

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey, Hani and Oliver! I'm really sorry for taking so long to respond.

    The most common culprit in these situations is that the wrong placeholder is being used. You'll want to make sure that you're using ticket.latest_public_comment_formatted in the Email Body section of your notification triggers. If you're using any ticket comment placeholder without "formatted" at the end of it, your rich text formatting will not render in outgoing notifications.

    That should take care of the problem! Let us know if you get stuck. :)

    0
  • Oliver Knigge
    Comment actions Permalink

    For us, the ticket.latest_public_comment_formatted placeholder does not exactly what we want. As we want our e-mail notifications to look like real e-mails, we use the comment.value placeholder in our business triggers. The agents signature will be added via Liquid after the comment.value in this trigger. Using the ticket.latest_public_comment_formatted placeholder, our e-mail notifications won't look like real e-mails anymore. because it includes the date/timestamp and the agents name. 

    The problem is explained in detail here:

    https://support.zendesk.com/hc/en-us/community/posts/220847487-Add-a-placeholder-for-formatted-comment-values-maybe-comment-value-formatted-

    Greetings,
    Oliver

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Oliver!

    If you want your notifications to look like regular emails, we have a Support Tip that will show you how to do that! You can find it here: Setting up an unformatted email template

    0
  • Oliver Knigge
    Comment actions Permalink

    Hi Jessi, 

    sorry for the late answer and thanks for the hint. 

    But this workaround will also not help completely. You will also have the name of the agent and the timestamp in the e-mail (above the comment.value). As we have this information in the usual e-mail header or in the agents signature, we do not need that in the comment section of an usual e-mail. 

    We have now activated the Markdown-Editor for our agents. As our agents do not know the liquid codes to format the comments, it looks like the old editor and nobody will use formatting options. This helps to prevent our agents to use formatting options, therefore our e-mails are looking still good :)

    Greetings, Oliver

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Oliver! Thanks for letting me know what you figured out! That seems like a pretty clever workaround. :) Let us know if you need anything else!

    0
  • Jon Roberts
    Comment actions Permalink

    Is there any progress on migrating this to a per-user setting?

    It seems ridiculous that this is a company-wide setting, since that forces developers and non-developers to agree on their preferred method of text input -- something that will never satisfy either group.

    As a temporary measure, could we have a code/preformatted option in the wysiwyg editor?

    2
  • Jessie Schutz
    Comment actions Permalink

    Hi Jon! Welcome to the Community!

    To the best of my knowledge this isn't something that we're planning to do, but it's an interesting idea.

    I checked in our Product Feedback forum, and I didn't see a similar suggestion there. I'd encourage you to head over there to share your suggestion and detailed use case. This will help our Product Managers understand why this is important and what problem it would solve for you.

    We've also written an article with some helpful tips for providing useful feedback, which you can find here.

    0
  • Søren Rynkebjerg
    Comment actions Permalink

    Isn't it possible to edit settings, so pictures and formatting are show correct when reading tickets on Zendesk support iphone app?

    As it is now, pictures aren't shown, but listet as: "!()httos//cdn.igamges..............png)

    Looks fine on the computer.

    0
  • Diogo Maciel
    Comment actions Permalink

    Hi Søren!

    Markdown is currently not supported on iOS. You can create a product feedback, so the feature may be implemented in the future, in the page below

     

    https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-Feedback

     

    I hope this helps!

    0
  • Aditya Agoram
    Comment actions Permalink

    The incoming email from the ticket requester has excel table pasted in it. This gets broken into plain text when ticket is created in Zendesk. Is this the intended design?

    Example below: A single row of header is broken into multiple lines of column names. Not everyone in the team has access to the original email. What to do in this situation?

    |

    Id

    |

    Name

    |

    Location

    |

    City

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Aditya,

    How often does this issue occur in your tickets? Have you enabled Rich Content in your account as mentioned in the article above? You can find this option under Admin>Settings>Tickets. If Rich Content is not enabled this could be the issue here.

    You'll also want to keep in mind that special fonts and background images are not supported and do not appear in tickets which may also be why the content is displaying the way it is. More information can be found in our Viewing the HTML and original source for incoming tickets article.

    Hope this helps!

    0
  • Aditya Agoram
    Comment actions Permalink

    Hi Brett,

    This issue happens with all tickets which have data in excel table format. Rich content is enabled in the account as stated in the article. I don't see any special fonts. The table in original mail looks like below but gets jumbled when ticket is created in Zendesk. Any idea on what could be the issue? Its just a copy paste from excel.

     

     

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Aditya,

    I'm going to get a ticket created on your behalf and passed over to our Support team so they can look into this further. You should receive an email shortly.

    0
  • Chris Brogan
    Comment actions Permalink

    Hi there,

     

    We have the same issue where rich text is enabled on our account, we have rich text on our macros but the email sent does not have the rich text. This includes images which end up appearing as links. The macro is set up correctly and we are not using placeholders. We can see the email formatted correctly however when testing it's clear this is not received in the same format.

     

    Any ideas?

    0
  • Alan Ford
    Comment actions Permalink

    Hi,

    Is it possible for some agents to use Markdown and some to use WYSIWYG?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Alan,

    These formatting options are account-wide. You won't be able to set up different functionality for multiple agents on the account.

    Let me know if you have any other questions!

    0
  • Bryan Matias
    Comment actions Permalink

    If you change from Makdown to RTE, how does that affect macros, auto-responses, dynamic text and other automations?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Bryan,

    You'll see Rich Text options directly in the ticket comment box as well as macros. This shouldn't affect any auto-responses, however.

    Cheers!

    0

Please sign in to leave a comment.

Powered by Zendesk