Formatting text with Markdown

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47 Comments

  • Matthias Miltenberger

    Not being able to copy-paste correct Markdown snippets is a major issue. We have defined many custom snippets that are not working correctly anymore due to this bug.

    No one needs this live preview functionality when writing proper Markdown-formatted text - it just makes everything so much harder to edit. In the past, there was a dedicated preview window that rendered the Markdown while you could type the actual text in raw format. This is the only way to use Markdown properly and is an established scheme on many websites hosting technical text (e.g. GitHub, Stackoverflow).

    PLEASE enable a simple raw text editor that does not try to be smart by messing with your text/code during editing.

    5
  • Nick Vincent-Maloney

    Agreed Matthias Miltenberger! Another bonehead move on ZD's part. We already struggle with this silly feature in Jira. MD is such a powerful tool and both these companies are ruining in a failed attempt to make it more user-friendly.

    1
  • Rob Mensching

    Matthias Miltenberger and Nick Vincent-Maloney are both correct. We have very technical support staff that need to respond with very precise formatting. Every single one of them despises the new edit box in ZenDesk. I routinely get requests to move to a new support system because the act of responding to tickets is so frustrating.

    Can we have an option to get a plain text box for use with Markdown? We'd even live without Markdown preview if all the automatic formating options were disabled.

    0
  • Kaseya US, LLC (Kaseya)

    Can you pass this via the Ticket API? If so, that would be the syntax for bold? I tried **TEST** and it did not work. Do I need to escape the **? Thanks.

    0
  • Amie - SCX

    hey Kaseya US, LLC (Kaseya)

    Could you try with 3x * on either side? 

    ***Test***

    Best,

    Amie

    0
  • Kaseya US, LLC (Kaseya)

    Hi Amie - SCX - Tried it with the *** before and after, but it did not work. I sent it on the JSON as 'comment': {'body': body}, where the body is a variable holding the string. Thanks!

    0
  • Hrishikesh Kokate

    Hey Gab Guinto,

    Sorry to quote you on this, but as per your comment here, API should be able to use HTML formatting. I'm trying to create tickets like:

    "ticket": {
    "comment": {
      "body": "<strong>Test</strong>"
    }
    "requester": {
    "email": "user@example.com"
    "name": "Example User"
    }
    }

    I'm trying to use an agent's email address + API token to authenticate. Is it possible to use any kind of formatting in this setup?

    Just like Kaseya US, LLC (Kaseya) mentions, Markdown doesn't seem to be working either. Is there any way to pass text formatting when creating/updating tickets via API?

    0
  • Chris Fassano

    Hrishikesh Kokate - you'll need to use "html_body:" instead of "body:".
    https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/#bodies 

    0
  • Hrishikesh Kokate

    Oh, I'm so sorry. I totally missed that. html_body works great! Thank you so much!

    0
  • Otto Berger

    In Zendesk it is possible to add background color to text in a way of highlighting parts. how can be this done with markdown instead of using the formatting-menu?


    <span style="color:red">cardinals</span>


    doesnt work

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Otto, 
     
    It looks like you can only edit the text color and not the text background at this time. More information in this article: Announcing support for color text in the Zendesk Agent Workspace
     
    Let us know if you have any other questions!
     
    0
  • Otto Berger

    Thanks a lot, Brett.

    I am slowly getting familiar with Zendesk and got already a new question:

    How can I paste in my markdown-formatted text? Currently, this doesn't work:

    When I paste text, for example `**bold** text`, it does exactly that: paste in the text with the markdown-formatting (the **) and does not apply bold formatting to the text. Is there a solution to this?

    0
  • Amisha Sharma
    Zendesk Product Manager

    Hello All,

    Thanks for your feedback on the current markdown support in Agent Workspace.

    The below use cases are on our radar:

    1. Provide an option to disable the real-time conversion of markdown syntax. 

    2. Convert the markdown syntax when pasted into the composer.

    We're currently working on the second use case and will be sure to update you when released. It should be available on Agent Workspace in a couple of days. Thanks!

     

    1
  • Aoife O'Neill

    We use dynamic content in our macros to support customers who speak other languages, but when we send dynamic content that contains markdown through live chat or messenger, the markdown is not supported. Agents have to manually remove the markdown before using the macro. Can you suggest a way that we can keep our macros formatted without sending raw markdown to customers on live chat? 

    1
  • Amisha Sharma
    Zendesk Product Manager

    Hello All,

    We worked on an enhancement for markdown support and would love your feedback here: https://support.zendesk.com/hc/en-us/community/posts/4799753297818-Need-feedback-on-the-release-of-a-Markdown-enhancement-in-Agent-Workspace

    Thank you!

     

    0
  • Yu Sakaguchi

    Are there anyway to have users open the link in new tab?

    [link](URL){:target="_blank"}

    something like this perhaps?

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Yu Sakaguchi

     

    At the moment it is not supported. The only Markdown syntax that we support at the moment is the ones listed in this article & in this documentation. Zendesk's Markdown function is more for formatting purposes. The {:target="_blank"} is more of an action. 

    0

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