We're delighted to announce that we have added Rich Text Editing to the "Submit a request" form in the Guide Help Center. Now your customers can enjoy a much more flexible online form to submit requests via your Help Center.
The updated editor allows your users to apply various types of text formatting as well as providing images - for instance screenshots or photos demonstrating the issue they are facing.
The Rich Text Editor is enabled by making a small update to your Help Center theme. Zendesk is making the change available to the latest version of the Copenhagen theme shortly, so if you have not modified your theme, you will be receiving the update automatically.
How do I turn on Rich Text Editing in custom themes?
Customers with custom themes will have to update their theme by making some very simple adjustments to their theme code:
- In the new_request_page.hbs page, update the {{request_form}} helper to say:
{{request_form wysiwyg=true}} - In the request_page.hbs page, change the {{textarea 'body'}} helper to become:
{{wysiwyg 'body'}}
The above changes are available in our Templating API v2. For customers still on v1, please see this Upgrade Guide. You can find documentation for the new/updated helpers in the Advanced Helpers section of the Templating API documentation.
21 Comments
This is fantastic! Thank you. I'm seeing a bit of odd behavior. I'm using the latest version of Edge. If I use the WYSIWYG editor on the submit a request page while signed in, I can copy/paste and drag/drop as expected. If I use the submit a request page while I'm not signed in, I can only copy/paste; drag and drop doesn't work.
Thanks for the good news!
We are still on v1... what exactly to do I need to do to add this functionality? Is there some code changes that I can simply copy/paste?
Kevin Ford thank you for letting us know. Looking into it.
Zach Proa I suggest setting up a sandbox and try to upgrade your theme's version in there first. If you're lucky (not using any of the deprecated helpers) then it can be as simple as just updating the version in the theme's manifest file. Or else, take a look at the Upgrade Guide.
I am noticing that on the new_request_page.hbs there is no image icon for uploading images in the toolbar (same as your image in the article above). On the request_page.hbs editor there is the image icon. Why the difference?
Eric Miller and Kevin Ford actually both your questions relate :-) We haven't enabled the image upload feature when you are not signed in. There are a few issues in that regard that we are working on sorting out, so I expect it to become available at a later date. You should see this capability if you log in though.
Kasper Sørensen good to know. Thank you.
Hello Kasper Sørensen, you mentioned that "Zendesk is making the change available to the latest version of the Copenhagen theme shortly," but one of our vendors that uses Zendesk and doesn't use a custom theme hasn't seen this update hit them yet (https://helpcenter.memoq.com/hc). Can you give us an approximate timeframe when this update will reach all customers with default themes?
Jeremy Bailey it's showing for me in Copenhagen 2.5.0.
Jeremy Bailey Jeremy Bailey, we do use a customized version of Copenhagen :) But it is updated now, and you can use Rich Text editing. Let me know if something's amiss.
Cheers,
Gergely
Hi Team,
When will Zendesk actually enable the rich text editor on your own ticket forms in the HC?
Feel like I'm in the dark ages now when I submit a request to support and I'm not able to format the message... like I can format this post before I submit it. :)
Hi Amie B,
That's exactly what this announcement is addressing :-) We have already made the change available. However, the form is also themeable, so if you've customize your theme, you need to update it as per the instructions. We are also updating Copenhagen theme shortly.
When trying to add on the new_request_page.hbs as described in the article as:
{{request_form wysiwyg=true}}
I see an error when trying to save the theme:
request_form doesn't accept any arguments or options.
We are on v2, not sure what went wrong there. Did anybody run into the same issue?
Hey Kasper,
I think you're missing my point... support.zendesk.com... the ticket form here does not have the new rich text editor on there. This is what I'm asking when you will turn it on so people who are submitting tickets to Zendesk can format their tickets. My screenshot is from the Zendesk HC form.
Best,
Amie
Hi Rebecca Dai,
Hmm that's the exact error you would see if you're on a v1 theme. I think that must be the case for you, can you double check.
Hi Amie B
Ah I see! Thanks for correcting me :-) Yes our own Help Center theme hasn't been updated just yet, but it's coming soon :-)
Kasper,
You were right, we were on v1 of the template. But using v2 of the API, hence the confusion. Thanks for clarifying!
Hi,
Does anyone have an example on how to capture an event like key-up on the Rich Text editing Description element via javascript / jquery?
Hi Support,
How to use rich-text-editing features via API?
Is there some kind of markdown to include them in the message?
For example, how to send a text marked like Code block?
Hello Marcello,
Please note that we would not be able to pass the rich-editing features via API in the " Submit a Request" since these endpoints do not exist.
The only way how we can programmatically push these features would be directly in the ticket editor.
For more info:
API ticket editor
Hope that helps!
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