The table below lists and describes the rich text formatting options, as well as the toolbar icons and keyboard shortcuts, available when adding comments to tickets or macros. To use Markdown to add formatting, links, and images to text, see Formatting text with Markdown.
Tip: You can add tables to your comments from within the rich text editor by installing the Tables app.
| Toolbar button | Formatting | Keyboard shortcuts | Notes |
|---|---|---|---|
 |
Increase/decrease heading style |
N/A |
Not available in Slack side conversations. |
 |
Bold |
Ctrl + B ⌘ + B (Mac) |
|
 |
Italicize |
Ctrl + I ⌘ + I (Mac) |
|
 |
Change the text color. |
N/A |
Agent Workspace only. Not available in the Macros editor or Slack side conversations. |
 |
Bulleted list |
Ctrl Shift + 8 ⌘ + Shift + 8(Mac) |
|
 |
Numbered list |
Ctrl + Shift + 7 ⌘ + Shift + 7 (Mac) |
|
 |
Decrease paragraph indentation |
Ctrl + [ ⌘ + [ (Mac) |
Not available in Slack side conversations. |
 |
Increase paragraph indentation |
Ctrl + ] ⌘ + ] (Mac) |
Not available in Slack side conversations. |
 |
Block quote |
Ctrl + Shift + 9 ⌘ + Shift + 9 (Mac) |
|
 |
Code block |
Ctrl + Shift + 6 ⌘ + Shift + 6 (Mac) |
|
 |
Code span |
Ctrl + Shift + 5 ⌘ + Shift + 5 (Mac) |
|
 |
Hyperlink |
Ctrl + K ⌘ + K (Mac) |
Not available in Slack side conversations. |
 |
Horizontal line |
Ctrl + Shift + L ⌘ + Shift + L (Mac) |
|
| - | Inline image |
Ctrl + M ⌘ + M (Mac) |
|
8 Comments
Is it possible to have viewable email chains ?
Hi John,
You can refer to this community post and reverse the solution provided by one of our colleagues. Make email chain look like normal email
Hope that helps!
Hi,
Is it possible to allow end-users to use text formatting in support tickets?
I see that the text formatting panel exists in Communities, but not when commenting on support requests. Why is that?
Are you pertaining to the My Activities section in the Help Center or perhaps the Submit a request section. Either way, the option for formatting is limited to Paragraph Style, Bold, Italic, Bulleted List, Numbered List, Code Block, Insert/Edit Link and Quote. Keyboard shortcut is also not available for it.
Dane,
I was talking about the "My Activities" section in the Help Center, when an end-user is viewing a specific support request and wants to submit a new comment, the text formatting toolbar is NOT visible.
As I said, it's visible in the Communities section, but not in the My Activities section, nor in the Submit a request section, and not in the Support Widget either.
I'll create a ticket for you to investigate further. Please wait for my update via email.
What is 'code block'; and 'code span'
Code Block should typically be used for code snippets longer than a single line where as code span is used for highlighting a piece of code you'd like to share.
Hope this clears up any confusion!
Please sign in to leave a comment.