You can allow agents to convert text (emoticons) to emoji in ticket comments. An emoticon is a combination of characters that renders as a picture. Emoticons will render as a picture in the ticket comment and email notification.
You must be an administrator to turn on emoji text replacement.
For information about using emoticons in ticket comments, see Using emoji emoticons in ticket comments in the Zendesk Agent Guide.
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
- In the Comments section, select Turn on emoji text replacement.
- Click Save tab.
This setting only turns on (or turns off) converting text to emoji. It does not remove the emoji app icon in the ticket comments toolbar.
If you turn off emoji text replacement, agents will not be able to convert text to emoji in tickets. Any emoticons in existing tickets remains in the tickets as characters and do not render as pictures.