| Announced on | Rollout starts | Rollout ends |
| Nov 1, 2021 | Nov 1, 2021 | Nov 10, 2021 |
We’re excited to announce support for color text in the Zendesk Agent Workspace. This feature enables you to create color text in ticket comments.
What's changing and why?
The new color picker in the Zendesk Agent Workspace provides 14 distinct, accessible colors to choose from for ticket comments.
With this feature, you can:
- Pick the color of the text before or while you write a response to your customers.
- Change the color of the text by highlighting the text and picking the desired color.
- Apply rich text formatting to colored text or change the color of formatted text.
For instructions on how to use the color picker, see the Help Center article.
Starting Nov 10, 2021, you can provide feedback on the color picker by posting a comment on our Community site. We'd love to get your thoughts about this feature.
How will this effect me?
You can use color in ticket comments to:
- Highlight important issues in tickets.
- Make your tickets comments more readable for users who have accessibility issues.
- Distinguish between different types of comments to spot issues easily.
For example, you might want to use a special color for messages from your triage team or a special color to show actions the customer needs to take.
What do I need to do?
You don't need to do anything if you have the Zendesk Agent Workspace enabled. This feature will be automatically activated in your account.
Limitations
Currently, color text is not supported in the Macros editor.
30 Comments
If we aren't using the Agent Workspace yet, will we still have access to this functionality? Or is it only in the new Agent Workspace?
Hi Sara,
Currently, it's only supported in the Zendesk Agent Workspace, but there are plans to unify composer features across both workspaces in the future. Amisha Sharma
I would like to implement some of our company custom colors according our styleguide.
Is this possible so that any agent has the correct company colors available by default?
That's not possible currently. Watch this announcement article for a link to a feedback post in the community that will provide a place to leave feedback on this feature, starting November 10th. Thanks!
We're still not seeing this feature. Is there anything I need to do on my end?
Steve W
It should be at 100% rollout today. Do you have the Zendesk Agent Workspace enabled on your account? It's required to use color text.
The community post for the color text feature is now available. We'd love to get your feedback.
We have the Agent Workspace enabled (and have had for some time) and we arent seeing any colour text options either.
Hi David Cochrane - Glad to know you're looking forward to using this feature. Can you please refresh your browser and try again? If it still doesn't work for you, can you provide a screenshot of what you see? Thanks! :)
Still nothing Im afraid - unless Im looking in the wrong place
David Cochrane - Thanks for the screenshot, that's helpful. Can you click on the Text Formatting Toolbar - "T" you see at the bottom? That will open up the text formatting toolbar and you'll be able to see the color picker. Please see the screenshot below.
You can also use this keyboard shortcut to access color picker: Cmd + Shift + Y. Let us know if you're still facing issues. Thanks!
Hi Amisha, my apologies - that instruction had completely passed me by. Thank you very much for pointing it out and sorry for troubling you
No problem at all, David Cochrane :) Hope you enjoy using the feature! Please do let us know here: https://support.zendesk.com/hc/en-us/community/posts/4410539148314 how you like it. :)
Do we have to have Chat if we want to enable the Zendesk Agent Workspace to access these text features? We have Professional, but we do not use Chat.
Thank you
Hello Holly,
The Zendesk Agent Workspace is designed for a multi-channel experience, but you don't need Chat to enable the Zendesk Agent Workspace. We recommend that you read this article first before you migrate: Resources for migrating to the Zendesk Agent Workspace.
Can you confirm if this feature will be available in Chats and in macros?
Hi Steve W - This feature is available in chats, but not in the macro editor at this time. You won't be able to change text color while creating macros, but once you apply the macro, you can make changes to it and change the color of the text. Please do let us know if you have follow up questions.
Just to confirm, I am in a Chat now and do not see it. I do see it once the Chat ends.
Hi Steve W - That's right, apologies for the confusion. We don't provide the text formatting toolbar in the chat composer, but it is available if you want to channel switch from chat to email or internal notes. The color text feature is only available on those channels which have the rich text formatting toolbar - "T".
Got it. Thank you for confirming.
Hello,
regarding styles, when will we be able to customise the styles of the information seen by the agent?
Or, at least, that by your side it comes by default with a higher contrast. The agent sees the organisation's information with read-only permission, and the contrast of the text is very low. Not only is it uncomfortable, but it forces the agents to strain their eyes to be able to read the information properly, which is a risk for their eyesight. I attach an example:
Regards
Lisa Kelly do you know when this will be available for the default editor without agent workspace?
3 month ago you wrote that this should be available in both:
https://support.zendesk.com/hc/en-us/articles/4408818465050/comments/4409929789850
Is there any plan to have color in macros?
We need it. The workaround is useless as it forfeits the concept of a macro.
Best regards
Oliver
Hi Malk. Zendesk has decided to support color text only in the Zendesk Agent Workspace. Zendesk is encouraging customers to migrate to the new workspace to take advantages of the latest product features and enhancements.
Hi Oliver, Our product management team has plans to include support for color text in macros in the Zendesk Agent Workspace. But, we don't have a timeframe, yet on when this will be available.
Hi Lisa,
is there any feedback on my post from 4 months ago, please?
Regards.
Hello Administrator
I'm not aware of any plans to change the interface styles at this time. That said, some users prefer to configure their own style sheets. Zendesk does not specifically block user style sheets or use inline style sheets (with the exception of some reporting features).
Would really appreciate if text and URL formatting were available for Chat.
Edit: We no longer retain colors when you copy colored text from outside sources to paste into the composer.
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