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This article describes how admins can allow agents to add bolding, italics, lists, and other formatting, as well as images and color text, to their ticket comments and macros. Formatting can help make tickets and the email notifications that are sent to requesters easier to read and understand.
Formatting content in the agent interface
The formatting options described in this section are available automatically in the agent interface and are applied to your whole account. Your agents have a combination of formatting options within the same rich content editor, CKEditor. You don’t have to choose between a Rich content editor and a Markdown editor for your agents.
Agents can format from the toolbar:
Agents can also enter Markdown commands:
This editor is available to agents when they create new tickets, add ticket comments, make bulk editing changes to tickets, and update any tickets created from integrations that use the Zendesk Channel Framework.
Both rich content and markdown formatting options are enabled automatically in your account.
Changes from the legacy editors
This section describes some differences between the combined composer experience and the separate legacy editors for rich content and markdown.
- This new editor experience is not available in the macro editor, yet. This feature is planned for later date.
- Rich-content formatting inside code blocks is not supported.
- Using the down arrow key to escape the code block is not supported. To escape a code block, press the Return key three times.
- Image resizing using the up and down arrow keys is not supported.
- Horizontal rule elements will always be on their own line. They cannot be inside of other elements.
- You can only indent a list item if it is at the same level as a previous list item. You can’t indent blockquotes. You can only indent the text inside of blockquotes.
- Using the markdown underline symbol (_) for underlined text is not supported. For example, typing
_Important_
does not appear as Important. You can use underline symbols (_) in addition to asterisks (*) to make text bold or italic. For example, typing_Note_
and__Caution__
appears as Note and Caution.
Turning on or turning off color text
In the Zendesk Agent Workspace, admins can use formatting options to turn color text on or off. This account-wide setting enables admins to control whether agents can add color text and background color to ticket comments or not. See Changing text color. Color text is on by default in the Zendesk Agent Workspace. When color text is turned off, agents will not see a color picker in the text toolbar.
Color text is available only in the Zendesk Agent Workspace, not the standard agent interface.
To turn off color text
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
- In the Comments section, deselect Turn on color text.
Later, if you want to turn color text back on, select Turn on color text.
44 comments
Peter
Are there any instructions on how to add formatting options to an integration using the Zendesk Channel Framework as described in the article? We have successfully integrated our channel but cannot seem to activate formatting options.
These are the only five icons that show up in our editor (notice the "T" is missing):
Many thanks for your guidance.
0
Gab
In the event that you have to attach multiple inline (large) images on a ticket, I highly suggest you resize these images prior to attaching them on a ticket. I found a third-party solution for you. You can use this online tool to easily batch resize images: https://www.fotor.com/features/batch-resize-images/
Please note that Zendesk does not provide troubleshooting steps regarding this tool.
I hope this helps!
0
Nacho Cardozo
Is there any workaround to easily resize images? It is painful to resize using the little square in the corner and dragging the mouse, especially when the images are large and you need to include multiple images - ex. when sending screenshots with steps to take when using an app.
For example, the Discourse composer is great, it gives you 3 size options:

Thanks!
0
Diogo Maciel
Sim, continuará alterando automaticamente, a não ser quando a barra invertida for usada antes do asterisco.
0
Vinicius Henrique da Silva
Diogo Maciel então continuara alterando automaticamente?
0
Diogo Maciel
Desculpe, verifiquei aqui que a configuração mudou recentemente. Atualmente ambos markdown e texto sofisticados estão integrados simultaneamente. Não é mais possível desabilitar markdown quando utilizando o Espaço de Trabalho do Agente. Desculpe novamente por isso.
0
Vinicius Henrique da Silva
Olá Diogo Maciel tudo bem?
Não identifiquei essa configuração no caminho que indicou
0
Diogo Maciel
Esta é uma característica da formatação Markdown. Tanto a opção de formatação de conteúdo sofisticado quanto a de Markdown estão ativadas automaticamente na sua conta.
As opções de formatações podem ser configuradas na Central de Administração > Objetos e Regras > Configurações.
Vale lembrar que, na linguagem Markdown, usar o "\" antes do caracter de formatação faz com que a formatação seja ignorada para o próximo caracter.
0
Vinicius Henrique da Silva
Bom dia pessoa.
Tem como desativar a alteração de formatação automática?
Exemplo se eu escrevo uma palavra entre *asteriscos* automaticamente ele coloca a palavra em itálico e não quero isso.
Como faço?
0
Вячеслав Скорбеж
Yes, we're awaiting formatting options for messaging channels as we can do in any messenger we use to chat with friends 🙏
1
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