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
You can use HTML in the following places:
- Triggers: HTML may need to be compressed in some triggers. Use a compression tool, for example Text Fixer
- Automations
- Dynamic content
Note: HTML is not guaranteed when using dynamic content in triggers, automations or macros. - Email template
- CC email template
- Welcome email
- Verification email
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.
14 comments
Chris O'Brien
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.
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CJ Johnson
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.
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Austin Killey
Hey there CJ Johnson,
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.
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CJ Johnson
Dynamic content with HTML does not render when used in ticket descriptions. This article is out of date.
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