Enabling formatting options for agents

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40 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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  • Riko

    Hey guys, I'm on Team plan but I don't see this:

    Click the Admin icon () in the sidebar, then select Settings >Tickets.

    What I see is only this - https://www.screencast.com/t/rebv275Py

    As per your initial post the Ticket setting should be available for me but it is not. What's up?

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  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Riko,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, looking at the screenshot you've provided I can see that you are currently on the Chat page/product. The following option can be located from the Support page, going into Admin > under Settings select Tickets.

    Kindly check the screenshot I provided through here: https://prnt.sc/1136mfi

    Please don't hesitate to reach back if you have any other questions or concerns. Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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  • Riko

    Thanks for the answer but I'm still getting trouble.

     

    Please see - https://www.screencast.com/t/sBc3vjWaX7Kv

    This is what I see when I go to the support page and as you see there isn't such option as you showed to me.

     

    Please, advise!

    R

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  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Riko,

    Thank you for the following screenshot, however looking at it, you're still on the wrong page or product. Kindly click on the Zendesk Products icon from the upper right and select Support.

    You can also access or login to your Support page through: https://yoursubdomain.zendesk.com/agent/dashboard. Replace the "yoursubdomain" with your account's subdomain. From there, you will be able to access it.

    Thank you!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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