Enabling formatting options for agents Follow

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Allow agents to add bolding, italics, lists, and other formatting, as well as images, to their ticket comments by enabling formatting options. Formatting can help make ticket comments and the email notifications that are sent to requesters easier to read and understand.

When you select a formatting option, it applies to your whole account, not just to individual agents. You can select one of two formatting options:
  • Rich content (recommended): Agents can use a formatting toolbar to add images, links, and formatting like bold and italics, to ticket comments. Agents can see instantly how their comments will look as they make changes. Rich content is available in ticket comments only.

  • Markdown: Agents need to answer Markdown formatting as plain text using Markdown syntax. They have to click Preview to see how their comments will look. For more details about how Markdown works, see Formatting text with Markdown. Markdown is available in ticket comments, macros, and in signatures.
To enable formatting options for agents
  1. Click the Admin icon () in the sidebar, then select Tickets.
  2. In the Comments settings section, select the Enable formatting options for agents check box.
  3. Select either Rich content (recommended) or Markdown.

  4. Click Save tab.
Have more questions? Submit a request


  • 0

    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

    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

    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

    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

    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

    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.

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