You can enable agents to use emoji (emoticons) in ticket comments. Emoji is a combination of characters that renders as a picture. Emoji will render as a picture in the ticket comment and email notification.
You must be an administrator to enable emoji.
For information about using emoji in ticket comments, see Using emoji emoticons in ticket comments in the Zendesk Agent Guide.
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Settings.
- In the Comments section, select Agent comments can include emoji.
- Click Save tab.
If you disable emoji, agents will not be able to use emoji in tickets. Any emoji in existing tickets remains in the tickets as characters and does not render as pictures.