Formatting text with Markdown

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39 Comments

  • Jarl Frode Arntzen

    @Nora Mullen

    How did you format this article so nicely? Is it just HTML, some WYSIWYG magic or markdown?

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  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    Out articles are a combination of custom code via WYSIWYG and HTML, along with some in-house tools we have at our disposal. I would recommend starting with this guide to implement some of our customizations in your articles. 

    Creating and editing articles in the knowledge base

    Best regards,

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  • Jarl Frode Arntzen

    @... 

    Thanks for the swift response.

    So, the pale yellow "Note" sections in the articles has been implemented through manually adding <div class="note note" > ... </div> around the relevant text? Or is there some way we can add custom buttons to the editor which allow the writers to insert such custom formatting by simply selecting the text and clicking the relevant button?

    I mean, manually adding such html tags is perfectly doable (we already have a custom theme and we have added the relevant CSS), but I'm just wondering if there's a way to make this even more user friendly for my co-workers.

    Thanks.

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  • Brett Bowser
    Zendesk Community Manager

    Hey Jarl,

    At this time there's no way to add custom buttons to the WYSIWYG editor in Guide natively. You may be able to set this up using custom code but you'd need to get your developers involved to help set this up.

    Let us know if you have any other questions!

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  • Jacob Allen Wood

    I've been de-bugging macros now for a week. Unfortunately, most of what is described above does not function in many situations.

    For example: getting 1 line after a header, before a list (bullets); getting 1 line between bullets (it's either 0 or 2, from every combination I can); getting block quotes to only block quote the content line, not every empty line above it. It's been really, really frustrating. 

    Could we get an update on this article that include putting elements together, like header followed by a list (spacing & syntax)?

    Getting 1 line between bullets, not 0 and not 2. (syntax)?

    1
  • Jiri Fait

    Hi,

    did anybody find out how to create Tables in Mardown then? I tried Liquid - not working, tried html - not working either... So I was wondering if anyone found any solution to this, we really need to add tables to our tickets but for various reasons cannot switch to Rich Text...

    Any help would be much appreciated!

    Cheers

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey Jiri,

    Have you had a chance to look at our app marketplace? It looks like there's a Tables app created by Sparkly that will accomplish what you're looking for.

    I hope this helps!

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  • Jiri Fait

    Hi Brett,

    thanks for the suggestion but the App is useless if you have Markdown, it works only with Rich Text. We already tried and verified with the app developer. There seems to be no way how to add tables if you use Markdown... :(

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  • Brett Bowser
    Zendesk Community Manager

    Hey Jiri,

    Thanks for getting back to me! I did some testing with markdown and tried creating a table but it doesn't look like this is possible in Zendesk. I'd recommend creating a feedback post in our Support Feedback Topic for our product managers to review.

    I appreciate you taking the time to share this with us!

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  • Stacy Areas

    Currently I am using rich text and would like to move over to markdown. I'm seeing once markdown is enable all preexisting macros are not convert and are messy looking. Is there a way to have this convert easily or would I need to update macros manually?

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  • Edgar Comper

    Hi Stacy,

    When you enable the Markdown option under Admin > Settings > Tickets, you must enable the 'Include plain text fallback' option to prevent your existing macros from being messy. (learn more here https://support.zendesk.com/hc/en-us/articles/115001236988-Creating-macros-for-tickets#topic_o1b_myd_yy).

    Unfortunately, there is no way to bulk enable this option. This must be done manually.

    Edgar | Technical Support Engineer | EMEA

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  • Nick Vincent-Maloney

    Where is strike-through?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Nick,

    Great question!

    I did some testing on my end and it doesn't look like strike-through is supported when using markdown which explains why it's not documented here.

    Let us know if you have any other questions.

    0
  • Nick Vincent-Maloney

    Confirming it's not there is the first thing I did. I'm asking where it is, because it's silly it's not there. I never understand why companies choose to not implement certain things. I suppose there might be a good reason (though I' dubious about this), but sheesh...

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  • Hi, I want add an image like this but 2 links at same time. I will click to image, and i will go two link at same time. Is it possible? How can I do it?

    ![Optional alternative text if image doesn't load](http://www.sampleurl.com/logo.png)
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  • Amie Brennan

    Hi Umat,

    What you're trying to do isn't currently possible with Markdown in Zendesk. 

    Best,

    Amie

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  • Chris Fassano

    The CKEditor was enabled in our account (we use Agent Workspace). I noticed that the syntax isn't rendered when it's copy & pasted into the comment field.  Is that expected behavior?
     

    1
  • Jonas Jansson

    We are creating tickets via the API zendesk.com/api/v2/tickets but we have to use an agent and use it with submitter_id for markdown to take effect otherwise the markdown formatting is just presented in plain text ... is there another solution for it to work?

    The above sulution unfortunately disables SLA policies

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  • Gab Guinto
    Zendesk Customer Care

    Hi Chris,

    That's right, it is the expected behavior. The composer will only render markdown texts when manually entered or typed into the comment box and not when pasted from the clipboard.

    I've seen discussions about plans to improve this behavior in the future, but there's no ETA yet at this time. I recommend that you to follow Zendesk’s release notes to be notified of product enhancements as they are released.

    Thanks Chris!

    0
  • Gab Guinto
    Zendesk Customer Care

    Hi Jonas,

    Since end-users actually don't have the ability to use Markdown in their comments, the text will not be rendered if the submitter or author id passed along with the api call is an end-user. Markdown will be respected only if you use a staff member's user ID as update/comment author. I'm afraid that there is currently no workaround for this.

    Alternatively, you can use html formatting instead of markdown. Html tags for text formatting should work for end users.

    Thanks Jonas!

    1
  • Prakash Sati

    Hello, 

    Is there a code for Vertical rule line as well?

     

    0
  • Mikhail Filimonov

    It seems like after that change the raw Markdown support disappeared after switching from Standard Agent Interface to Agent Workspace :( Now it only some Markdown-compatible shortcuts in the WYSIWYG editor.

    https://support.zendesk.com/hc/en-us/community/posts/4418873093018-Raw-Markdown-support-in-Agent-workspace

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  • Rob Mensching

    Is there a schedule posted somewhere when the rest of the "Not supported, yet" items will be implemented? For example, the lack of Link is a major loss of functionality from the old, simple editor.

    4
  • Ashley Woten

    Hi!

    I suggest an update to the table, the Heading row. It mentions 'up to six levels' in the Entered text column and 'up to four levels' in the Comments column.

    Testing in the composer, it looks to only be up to 4. Thanks!

    0
  • Dave Dyson
    Zendesk Community Manager
    Thanks for the feedback, Ashley! I'll let our documentation team know.
    0
  • Teresa Beard | pterbea | Luna

    Hello! I'm attempting to add an image that isn't hosted to dynamic content. I'd like to see the post about this, but the link is broken.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Teresa,
     
    Thanks for bringing this to our attention! It looks like this user tip is no longer available as it was created around 10 years ago and is now outdated.

    I will follow up with our documentation team to have this link removed. In the meantime, you could try the following steps which I believe was mentioned by Evan in his post:

     

    If you'd like to upload an image and use it as an embedded image like you would do in markdown, simply drag-and-drop or attach your screenshot to the ticket. Then, right-click the attachment at the bottom and copy the URL and use this to embed your image.

    This helps avoid the need for a third-party image host. I've tested this in case there were restrictions on viewing the image and the end user can see it fine. 

     
    Please note this does not work if you have Private Attachments enabled (Admin > Tickets > Attachments).
    Also, make sure you click the attachment link in the ticket to open the attached image in a modal box. Then, right-click the image and select click Copy image URL. Do not click on the image link before opening the attachment, which opens a new browser tab. The URL in the new browser tab will not work, as this includes a temporary token.
     
    I hope this helps!
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  • Mike Fishman

    Is there a setting within the admin console to disable markdown? Our team is getting frustrated by hyphens being changed to bullets automatically when entering internal notes. Even though they can CMD+Z to undo the bullet, I'd like to know if it can be shut off to not happen in the first place. I cannot find anything related to markdown or auto-bullets when reviewing settings in the admin center. I could be overlooking it if it's labeled differently though. 

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  • Christine
    Zendesk Engineering
    Hey Mike,

    The option to choose a ticket comment format option is visible to the Owner or Admins of the account.

    The formatting option available is either Rich content or Markdown and can be changed by the Owner or any Admin by accessing the Admin Center > Object and rules > Settings > Comments option.


     
    Although, when selecting any of the formatting options both will change a hyphen into a bullet when entering text and there's no way to disable this feature. When typing a text instead of typing "- + space + undo to remove the bullet", you can backspace instead and the bullet formatting will be removed. Or you can just type "- + without any spaces" so the bullet won't appear on your notes.

    Hope this helps.
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  • Jorge Hueso Giner

    Hi,

    I know the question was already asked, I just want to know if it is going to be implemented or not. We have customers that work in several languages and want to translate their macros in an easy way. We first thought to replace the content of the macro by a dc, this does not work for macros though (html content in dc for macros). We've found another solution with the markdown language, but one important drawback is that the link syntax is not supported. Therefore my question: Could you please clarify if this syntax is going to be supported?

    Thanks in advance.

    0

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