Enabling formatting options for agents

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36 Comments

  • Eben Marks

    I've been working with Zendesk for 3 years without realising there was a rich text editor for Macros. Obviously I should have been more proactive in checking out the various options once I was made an Admin. But wouldn't it be helpful to make clear to admins when they're using the plain text editor that rich text is available? 

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  • Nicole S.
    Zendesk Community Team

    Thanks for the feedback, Eben. We'll share it with the product designer and documentation teams.

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  • Rich Shupe

    Before I explore switching to another tool to manage tickets in our Support department, I want to be sure that I'm not wrong about this.

    Can someone please tell me how to enable, or confirm that it's not possible to add, formatting for tickets in the mobile app?

    If features/procedures differ across mobile devices, I'd like to start with iOS.

    Thank you,

    Rich

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  • Nicole S.
    Zendesk Community Team

    Hi Rich -

    There is not currently formatting functionality available in the mobile app.

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  • Nicole S.
    Zendesk Community Team

    I did just discover, however, you can use markdown for formatting ticket comments via the app.

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  • Rich Shupe

    That's extremely disappointing. It's essentially the third-most fundamental user text interaction after typing and sending, and a basic part of virtually every app that uses text, other than SMS. Including Zendesk competitors.

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