Change text colour in Ticket editor

40 Comments

  • Harriet Klymchuk
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    Hi guys,

    Also +1 on to this; I've had multiple requests for this from our teams.  We run a multi-brand service and having more formatting options (colour, highlights) will make more impact in email responses, whether it's highlighting important content, formatting a bespoke promotion offer, or consistency with branded content.

    Even if the editor could at least handle rich text pasted from another source would make a difference, e.g. if I write an email in colour in another program and paste it over, it would be great for Zendesk to retain the original format.  Ideally we want to be able to make these edits in the email response but having the editor handle original formatting would be something.

    Thanks!

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  • Brandon Tidd
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    One of our support agents came up with a pretty nifty work-around on this:

    Compose the update as you normally would (colors as you'd like) in MS Word.
    Take a cropped screenshot of the area of text after you finish writing.

    Paste the screenshot as an inline image.

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  • Russell Dunn
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    Well..yeah thats one way to do it. But jeeze, thats a pain for something that should be natively built in.

    I think its a sign of just how bad the text editor in Zendesk is that its come down to copy and pasting inline images from Microsoft Word.

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  • Dan Rodriguez
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    Yeah I gotta say that's not a great workaround.  The text is not searchable.  It won't necessarily look great on the email client if their email window isn't the right size.  It's unfortunate that we need to look into these types of workarounds for something as basic as this.

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  • Rhys Morgan
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    +1 for this feature

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  • Luana Cristina Do Amaral Peixoto
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    Great suggestion to highlight the text.
    It will facilitate analysis by agent and customer.

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  • Josh Thiessen
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    +1

    I'm beyond shocked this isn't a feature in Zendesk.. This is a staple and straightforward feature that all your competition has..

    CAN SOMEONE AT ZENDESK PLEASE TAKE THIS REQUEST SERIOUSLY?

    Get this in your next release please!!

     

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  • Steve Logan
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    We made the switch to ZD about 5 months ago and it's really appalling that this basic feature doesn't exist.  We could eliminate a ton of needless back and forth replies if our agents could highlight or use color to draw the users attention to something specific.  That makes us look better, and when it comes time to evaluate whether ZD is getting the job done or not it makes ZD look better.

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  • Lori Anderson
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    I join the chorus of other users in this thread.   The ability to change font/color would be used throughout each day to improve communication and maintain a professional look.  Improved communication is the backbone of your product - please don't ignore this much needed request.

     

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  • Steve Weiner
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    Bumping up again. It seems like a more robust text editor is a no brainer. 

    Client/Tech support basic approach is to dumb down your response to ensure the reader understands and can follow direction. A more robust editor, including font color and size would make this possible. 

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