Enabling formatting options for agents Follow



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    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.

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    Laura D.

    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.

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    Jason Rhodes

    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.....

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    Laura D.

    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!

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    Ravi Kant Verma

    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.

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    Laura D.

    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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    Hani Azzam

    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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    Oliver Knigge

    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?

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