Question
Where can I use Markdown and HTML in Zendesk Support?
Answer
You can use Markdown in the places listed below:
- Agent signature
- Global agent signature
- Multibrand agent signatures
If rich content is disabled, you can also use Markdown in the places listed below:
- Macros
- Comment
For more information, see this article: Formatting text with Markdown.
You can use HTML in the following places:
- Triggers
- Automations
- Dynamic content (HTML is not supported when using dynamic content in triggers or automations)
- Email template
- CC email template
- Welcome email
- Verification email
If you are having issues with HTML and Markdown not rendering properly, see this article: HTML and Markdown used in dynamic content does not render in trigger emails or agent signatures.
Tip: If you are seeing extra gaps or spaces when content is sent to customers, make sure your HTML is "minified" or written in all one line.
5 Comments
Dynamic content with HTML does not render when used in ticket descriptions. This article is out of date.
Hey there @...,
Thanks so much for reaching out about the DC troubles in ticket descriptions. Testing out a DC placeholder containing an img HTML object, it looks like that successfully renders in the ticket interface and corresponding trigger notification when the ticket is created by an agent.
Do the contents of your DC item happen to contain references to certain placeholders like satisfaction data (which won't be active until the ticket is solved)? Otherwise, if there are any pieces of data within your DC's HTML code that rely on a particular ticket ID to first exist in order to correctly render, that may also explain the rendering issues.
Hi Austin,
When I said in ticket descriptions, I should have said "in ticket *field* descriptions". IE, literally putting the placeholder in the description of the field section for customers. Support confirmed that DC will not render html here and is not expected to.
Can I use HTML in the body of an email for a trigger? We have an auto-reply that goes out to users writing with newly created tickets, and we want a nicely formatted, HTML email to be sent to them.
Welcome to the community! Yes, you can use HTML in the body of trigger email notifications.
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