This article describes how admins can allow agents to add bolding, italics, lists, and other formatting, as well as images, to their ticket comments and macros by enabling formatting options. Formatting can help make tickets and the email notifications that are sent to requesters easier to read and understand.
Formatting options in the Zendesk Agent Workspace
This description applies to accounts that have the Zendesk Agent Workspace. If you don't have the agent workspace enabled, see Formatting options in the standard agent interface. The formatting options described in this section are available automatically in the agent workspace and are applied to your whole account.
When you enable the Zendesk Agent Workspace, your agents have a combination of formatting options within the same rich content editor, CKEditor. With CKEditor, your agents can enter Markdown commands to format text, or they can use the toolbar to format, all within the same editor.
Agents can format from the toolbar:
Agents can also enter Markdown commands:
This new editor is available to agents when they create new tickets, add ticket comments, make bulk editing changes to tickets, and update Facebook Messenger and Twitter Direct Message (DM) tickets created from integrations that use the Zendesk Channel Framework.
Formatting options in the standard agent interface
- Rich content (recommended): Agents can use a formatting toolbar to add images, links, formatting, and styling to ticket comments and macros. Agents can see instantly how their content looks as they make changes. Rich content is available in ticket comments and macros.
- Markdown: Agents can use Markdown syntax. Agents have to click Preview to see how their content will look. Markdown is available in ticket comments, macros, and signatures.
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Settings.
- In the Comments section, select either Rich content
(recommended) or Markdown.
- Click Save tab.