Formatting options for agents

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19 Comments

  • Riko

    Hey guys, I'm on Team plan but I don't see this:

    Click the Admin icon () in the sidebar, then select Settings >Tickets.

    What I see is only this - https://www.screencast.com/t/rebv275Py

    As per your initial post the Ticket setting should be available for me but it is not. What's up?

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Riko,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, looking at the screenshot you've provided I can see that you are currently on the Chat page/product. The following option can be located from the Support page, going into Admin > under Settings select Tickets.

    Kindly check the screenshot I provided through here: https://prnt.sc/1136mfi

    Please don't hesitate to reach back if you have any other questions or concerns. Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

    0
  • Riko

    Thanks for the answer but I'm still getting trouble.

     

    Please see - https://www.screencast.com/t/sBc3vjWaX7Kv

    This is what I see when I go to the support page and as you see there isn't such option as you showed to me.

     

    Please, advise!

    R

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Riko,

    Thank you for the following screenshot, however looking at it, you're still on the wrong page or product. Kindly click on the Zendesk Products icon from the upper right and select Support.

    You can also access or login to your Support page through: https://yoursubdomain.zendesk.com/agent/dashboard. Replace the "yoursubdomain" with your account's subdomain. From there, you will be able to access it.

    Thank you!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

    0
  • Hi. The ticket has this feature, but do you plan to add the ability to format text for the chat? Our clients are used to visually highlighting important points and hiding long links.
    It is very inconvenient after the last decision to work without the ability to format the text (bold, italic, subparagraphs, link insertion, etc.).

    0
  • Peter Coleman

    Hey there,

    With the new update, it looks like the only way to tab indent is to use Ctrl+], which is very irritating and annoying, especially as I use Tab to indent in every other text editor.

    Is there a way to enable the old and standard method of using Tab to indent text?

    Regards,

    Peter

    3
  • James Henline

    In addition to the issue with using Tab as pointed out above by Peter Coleman, Text Expander apps now do not delete the trigger phrase and force an extra step of removing the trigger phrase from somewhere in the text as the editor seems to hijack some of the clipboard functionality. 

    This also is causing issues with Grammarly which also uses the clipboard to quickly replace a word. 

    This change is a breaking change that needs to be fixed ASAP. 

    At the very least the option to disable the fancy editor and enable Markdown mode needs to be available. 

    Additionally, after a number of hours with multiple tickets open I have noticed that there are times where the text field will seem to not accept text input when in reality it is accepting it, it is just not showing it for a moment, and then all of a sudden everything I typed shows up as if it were stuck in a buffer somewhere. 

    I hope this can be fixed soon. 

    1
  • Jim Stratton

    How does an individual agent (e.g., me) DISable this?

    I want to be able to type three dashes in a row without it turning into a horizontal rule, for example.

     

     

    0
  • James Henline

    From what I can see there is no option to disable the fancy editor either globally or per agent. 

    1
  • Naomi Twery

    With the new editor, I seem to have lost the option to double-click a word to select it. This is noticeably slowing me down; is there any way to get that back?

    1
  • Jim Stratton

    @James Henline - I opened a ticket with them, and you are correct.  They confirmed there isn't a way to disable this.

    0
  • Michael Davenport

    Rich-content formatting inside code blocks is not supported.

    Is there any plan to re-add this functionality, which the old editor had? Bolding the relevant line in a short code/text snippet was useful for flagging problems, while also presenting them in-context.

    4
  • Charlotte Mogensen

    The editor on tickets has become strange and slow after this change. When using a mouse I can hardly click around, have to click multiple times to change position, only works with the keyboard using arrow keys. Tried several PCs and several mice. Also viewing multiple tickets in the same browser window has become much slower (not usable anymore). 

    0
  • Slava Skorbezh

    Please specify in the article in which channels formatting options are available. 

    And I have a question. When this option will be implemented for Messaging channels (I understand that text formatting is not supported by some of them, but definitely you can support it in Web SDK and Mobile SDKs)?

    0
  • Signe Kjær Jessen

    I do not have this option in our Admin account. I can turn on emoji text replacement etc. but no text coloring - why?

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Signe,

    Can you confirm that your account has been migrated over to Agent Workspace? The color text option will only be available if you have both Rich Text Content enabled and are using Agent Workspace in your account.

    Let me know!
    0
  • Signe Kjær Jessen

    Hi Brett,
    That was it - we weren't migrated to Agent Workspace. It's working now! :)

    0
  • Brett Bowser
    Zendesk Community Manager
    Glad to hear it's working Signe :) Let us know if you have any other qeustions!
    0

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