Announcing support for copying and pasting content from third-party document types

Announced on	Rollout starts	Rollout ends
June 30, 2023	March 2023	March 2023

We are excited to announce that in March of this year, we released a series of improvements to streamline the process of copying and pasting content from third-party document types into help center articles.

This announcement answers the following questions:

• What is changing and why?
• Why is Zendesk making this change?
• What do I need to do?

What’s changing, and why?

We improved the mapping of HTML styles between third-party document types (such as Google Docs and Microsoft Word) and help center articles. As a result, the styling applied in the third-party source document is preserved and properly formatted when the content is pasted into the help center article editor.

Why is Zendesk making this change?

Some of our customers choose to create their help center content in third-party document editors, such as Google Docs or Microsoft Word. These editors use a proprietary HTML structure that often results in broken formatting when the content is pasted into the help center article editor. 

To resolve this issue, we built mechanisms that seamlessly translate third-party proprietary styles into help center articles, which makes copying and pasting content more efficient and accurate than ever.

What do I need to do?

You don’t need to do anything, as these improvements have been available since March. If you are interested in a comprehensive list of supported styles, see Supported help center styles for third-party document types.