Allow agents to add bolding, italics, lists, and other formatting, as well as images, to their ticket comments and macros by enabling formatting options. Formatting can help make tickets 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, formatting, and styling to ticket comments and macros. Agents can see instantly how their content looks as they make changes. Rich content is available in ticket comments and macros.
- Markdown: Agents can use Markdown syntax. Agents have to click Preview to see how their content will look. Markdown is available in ticket comments, macros, and signatures.
To enable rich content or markdown for agents
- Click the Admin icon (
) in the sidebar, then select Settings >Tickets. - In the Comments section, click the Enable formatting options for agents check box.
- Select either Rich content (recommended) or Markdown.
For information about rich content, see the Rich text formatting options reference. For information about markdown, see Formatting text with Markdown.
- Click Save tab.
Comments
7 comments
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.
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.
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.....
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!
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.
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.
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
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