Using emoji emoticons in ticket comments

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26 Comments

  • Andreas Schuster
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    What's with the poop emoji?

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

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

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  • Jake Holman
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    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.

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  • Jessie Schutz
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    Screenshot

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

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

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  • Andrew J
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    oh :poop:  :)

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  • Jessie Schutz
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    :hankey:

    Booo, it didn't work! 

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  • Daniel Huhn
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    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

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  • Jake Holman
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    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 ;)

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  • Jason Littrell
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    @ 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!

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  • Jake Holman
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    @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)

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  • Jiri Fait
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    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

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

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  • Andrew J
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    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.

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  • Claudia Pelagatti
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    Hello Andrew,

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

    I passed over your feedback to our product team directly

    Apologies

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  • Andrew J
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    I have just one comment...

    😭

    LOL

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  • Jessie Schutz
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    @Andrew: crushed it.

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  • Levi R
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    Am i the only one experiencing huge lags and delays as soon as typing ':' to start typing an emoji - like :smile: ? 

    It seems like it can be extremely slow when fetching the list of applicable emojis. I'm on the latest MacOS with Chrome. Tried cleaning cache but nothing seems to work.

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  • Jessie Schutz
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    Hi Levi! Welcome to the Community!

    I'm running MacOS 10.12.6, and Chrome 65.0.3325.162, and I'm not experiencing any lag in the main Zendesk instance or in my own test instance. I didn't have any trouble on the previous version of Chrome, either.

    It could be related to the newest version of the MacOS, which I haven't upgraded to yet. Have you noticed that this started happening after the update? I'd also recommend checking to make sure that you're on the most recent version of Chrome, just for good measure. That should at least help us narrow down the possibilities!

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  • Donna Dowie
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    Hi 

    Is this still accurate following the changes to the text box editor? I notice that the screens in this document look different and a colleague has just tried using the emoji cheat sheet with no success.

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  • Alex Villalobos
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    When will emojis be available on Macros?

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  • Nicole - Community Manager
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    Hi Alex - 

    There is no commitment from the product team to add emoji to macros at this time. 

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  • Conza
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    Are these updated? Do they all work? 

    The referenced cheat sheet doesn't seem to work for a variety of them: https://www.webfx.com/tools/emoji-cheat-sheet/

     

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  • qmp
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    very nice blog post. thanks for posting.


    digital marketing agency Bangalore

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