Change text colour in Ticket editor

46 Comments

  • Harriet Klymchuk
    Comment actions Permalink

    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!

    1
  • Brandon Tidd
    Comment actions Permalink

    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.

    -1
  • Russell Dunn
    Comment actions Permalink

    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.

    1
  • Dan Rodriguez
    Comment actions Permalink

    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.

    1
  • Rhys Morgan
    Comment actions Permalink

    +1 for this feature

    0
  • Luana Cristina Do Amaral Peixoto
    Comment actions Permalink

    Great suggestion to highlight the text.
    It will facilitate analysis by agent and customer.

    0
  • Josh Thiessen
    Comment actions Permalink

    +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!!

     

    2
  • Steve Logan
    Comment actions Permalink

    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.

    1
  • Lori Anderson
    Comment actions Permalink

    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.

     

    0
  • Steve Weiner
    Comment actions Permalink

    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. 

    0
  • 梅澤 希
    Comment actions Permalink

    個別で色を変えられなくとも良いので、条件(重要度、種別など)に基づいた色の変更機能は望みます。

    0
  • Justin
    Comment actions Permalink

    +1 this is sooo needed.

    1
  • Adrian Bishop
    Comment actions Permalink

    We installed Zendesk in January this year and I recently created a feedback questionnaire, this was one feedback request, it seems like a really basic requirement for any communication tool these days, cannot understand why it has not been implemented?

     

    1
  • Jay Cochran
    Comment actions Permalink

    PLEASE implement a way to change the text color in the ticket editor. People have been asking for THREE years.

    1
  • Tommy B.
    Comment actions Permalink

    Bump!
    This should definitely be default functionality! Lacking basic text formatting features, supported by any rich-text supported e-mail client (which is literally every client available), after being pointed out three years ago, is kinda sad.

    Why is there no update from the Community Manager that initially started responding to this thread? I am unable to tag "Nicole - Community Manager" in this reply. Can Community Moderators help getting her attention?

    One practical example:
    We have customers sending big chunks of text, using color to highlight. We have to "View original e-mail" to be able to see what they actually highlight.

    And the opposite way aswell - We want to be able to point out certain elements in our text by using colors, which we are unable to do without using other editors and/or inserting pictures.

    Please consider development to fix this issue.

    2
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Tommy - 

    I haven't updated the thread as we have not received any updates from the product team regarding this request. I'll ping them again to make sure it's still on their radar. 

    0

Please sign in to leave a comment.

Powered by Zendesk