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, 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.
36 Comments
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?
Thanks for the feedback, Eben. We'll share it with the product designer and documentation teams.
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
Hi Rich -
There is not currently formatting functionality available in the mobile app.
I did just discover, however, you can use markdown for formatting ticket comments via the app.
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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