Using emoji emoticons in ticket comments Follow

Comments

19 comments

  • Avatar
    Andreas Schuster

    What's with the poop emoji?

  • Avatar
    Anthony Myers-Jones

    Poop? My Facebook profile pic is the poop emoji. May have logged in using FB. I have many alter egos :-)

  • Avatar
    Andreas Schuster

    No i mean this particular emoji won't render in Zendesk ;)

  • Avatar
    Jake Holman

    Ah, yes. The poop emoji. We removed that from the catalogue mainly for fear of agents accidentally (and let's face it, possible deliberately) pooping on customers. When we start rolling out friendlier content/comment editing for end-users, we figured you guys wouldn't wanna be pooped either.

    That said, there's a few other emoji's that could also be used for... interesting uses. So we could certainly remove our censorship.

    Finally, thank you for giving me an excuse to mention poop so many times in an official Zendesk comment.

  • Avatar
    Jessie Schutz

    Screenshot

  • Avatar
    Andreas Schuster (Edited )

    Hi Jake,
    thanks for your detailed explanation :)
    greets Andi

  • Avatar
    Jake Holman

    Quick update on the poop censoring. You may now poop freely. No emojis have been restricted from use 🎉

  • Avatar
    Andrew J

    oh :poop:  :)

  • Avatar
    Jessie Schutz

    :hankey:

    Booo, it didn't work! 

  • Avatar
    Daniel Huhn (Edited )

    Nice to see people happily poop arround :)
    While pooping is now fixed again how about fixing the Outlook problem?

    We would really like to use emojis to improve customer experience, but the way they are displayed on Outlook is not what one would expect from emojis these days.

    While you had the time to fix the pooping censoring can you make up some time to fix the sizing issue for me, too?

    Thanks
    Daniel

  • Avatar
    Jake Holman

    Part of the problem you're experiencing is due to our use of images for emojis rather than the actual unicode characters. When we first implemented Emojis not all browsers (and some operating systems) simply couldn't render the native, unicode Emoji symbols. You can read more if you're really interested at http://caniemoji.com/

    We hope to take a look again shortly to determine whether we can truly use the proper characters, and that should resolve issues like the ones in Outlook.

    p.s. the other part of the problem is: it's Outlook ;)

  • Avatar
    Jason Littrell

    @ Daniel Huhn

    Here's a quick fix that I use for the Outlook rendering issue. In your email template, modify the "content" placeholder similar to the code below:

    {{content | replace:'height="18px" width="18px" style="', 'height="18" width="18" style="border: 0; '}}

    As far as I know, all emojis are rendered with those dimensions, and the border style prevents Outlook from rendering the image at it's full resolution (because Outlook?). I also include a "vertical-align: text-bottom;" style since the images look a little high up on the default baseline, but this only works on other clients, not Outlook on Windows. 

    Lastly, the email template won't save without an unedited content placeholder. You can include an "if... else" statement, but I prefer to wrap it in a comment block:

    {% comment %}{{content}}{% endcomment %}

    Hope this helps!

  • Avatar
    Jake Holman

    @Jason thanks for sharing! That might actually be something we can natively adjust, especially if it does indeed resolve Outlook issues. We'll need to make sure that doesn't then cause problems in other email clients, of course.

    A big part of why Outlook sometimes has odd rendering issues is due to the underlying "renderer" which is actually Word, as opposed to something built for the purpose of rendering web content. If you're interested, this brilliant article from Litmus explains more (the same applies to Outlook 2016)

  • Avatar
    Jiri Fait (Edited )

    Hi, it seems that lately the emoticon selection that appears after entering for example ":" is not showing anymore. Any ideas why? Beta? Agents ask me why is that an I cant explain why. All the setup seems correct - the option "Agents can include imoji" is ticked.

    Thank you

  • Avatar
    Aaron Ilika

    Does this list include any of the country emojis? Surprised that 🇩🇰 isn't included in the default Zendesk set. ;) 

  • Avatar
    Andrew J (Edited )

    Emojis do not seem to work in macros if I :poop:  in the macro, it just renders the same :poop: in the comment.

    In the comment box, if you fully type the shortcode - the same thing happens.

  • Avatar
    Claudia Pelagatti

    Hello Andrew,

    Macros rich text editor does not support adding emojis yet :(

    I passed over your feedback to our product team directly

    Apologies

  • Avatar
    Andrew J

    I have just one comment...

    😭

    LOL

  • Avatar
    Jessie Schutz

    @Andrew: crushed it.

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