Change text colour in Ticket editor

69 Comments

  • Stephanie M

    Hi Nicole,

    The feature being requested here is pretty basic email functionality available in all major email clients (outlook, apple mail, gmail, yahoo, etc) so I don't think what we're asking for here is too far-fetched.  But to answer your specific questions:

    • Why do we need colors and highlighting: In my organization, emails back and forth with customers can become quite lengthy and require us to draw attention to certain areas.  Replies get mixed in with replies and point by point must be answered, as someone said above "see my answer in <color>" is pretty common.
    • The business problem this solves:  See above.  I'm in a smaller organization that crafts detailed emails that would almost pass as documentation.  It's hard to create documentation with very little formatting choice.
    • Impactful:  Without formatting, my emails lack professionalism that my customer's expect.  I am actively seeking ways to avoid using ZD's UI because of the lack of choice. 
    • Frequency of use:  multiple times a day.  Even in this message I've just written, I would have definitely used font size/color.
    2
  • John Gondek

    We ran into this same need as well with two different departments that we just turned on to Zendesk.  The color text & highlight options are essential for the same reasons that everyone before me has pointed out.  It's basic 1990's technology that should be there regardless, so asking the questions is like saying why do pencils come with erasers.  Because it sure is easier having that eraser on the end when you need it isn't it!

    This is an option we would use daily across both departments.  Some users have even expressed concerns for staying out of Zendesk just because of it, and this will grow among our users for certain. 

    The impact for us would be significant because as another stated above, no one wants to read an entire string of run on text when we can simply note the critical points in highlight or colored text, and also helps to quickly sort message strings from different users on the same ticket.

    It's an easy win for Zendesk, so make it happen!  

    2
  • Kelly Vitt

    Our business just implemented ZD and I agree with the posters, our Support Team often communicates with our client base to report issues with data received, we're now having to send emails to highlight data elements that are invalid. Having a different font color or the ability to highlight would be helpful to us. 

    2
  • Dan Rodriguez

    Hoping that this feature is considered for addition.

    2
  • Chris Cooke

    I agree it would be incredibly useful to have simple colour options for agents responding to tickets. We repeat a lot of the same wording to some of our customers (payment issues online) and customers tend to gloss over any sort of explanation longer than 3 lines. Colours are a great way to denote importance without it looking like you are yelling!

    2
  • James Pitcher

    +1 for this also - we need to highlight certain text in our responses, need a highlight option or option to change text colour / background colour

    2
  • Tony Wacheski

     

    Consistency would also be nice too.  Guide text editor appears to be built on an older TinyMCE open source version while the Support message editor is more limited.  Having the same up-to-date Editor throughout the portfolio would be easier on users and presumably easier on the development teams.   

    Zendesk has some great features but some serious limitations that are quite surprising.  Some table stakes features may not create new revenue opportunities but will reduce churn. 

     

    2
  • Harriet Klymchuk

    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!

    2
  • Rhys Morgan

    +1 for this feature

    2
  • Luana Cristina Do Amaral Peixoto

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

    2
  • Lori Anderson

    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.

     

    2
  • Justin

    +1 this is sooo needed.

    2
  • Adrian Bishop

    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?

     

    2
  • Jay Cochran

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

    2
  • Tommy B.

    Any updates on this, Community Moderators?

    2
  • Shannon Cassi

    We keep finding thing that should be already in the system. Please fix this. 

    2
  • Steve Logan

    Clearly the fact that no one officially from Zendesk has directly commented on this, and the only comment was a couple years ago from a "community moderator" shows that they really don't care about ever adding this simple feature.  We moved to ZD from Kayako about a year ago, and while there are certainly many things to criticize Kayako for, listening to user feedback was definitely not one of them. 

    2
  • Steve Logan

    Nimisha Doongarwal - is this an official response from the development team?  If so, what exactly defines "the future"?  This has been a requested feature for 3+ years now.

    2
  • Anne Flore CAIRE

    Also +1.

    Why subscribe to a product like zendesk, if the responses we can provide to our customers are of LOWER QUALITY than those sent by a normal messaging tool ? And the same for side conversations, even more DEGRADED, where full text formatting is not available either (neither the fact of being able to differentiate the recipient of the cc, nor the possibility of having our signature in a table...)

    My company has just launched on Zendesk and we are already disappointed to see some basic features missing like this. Deception of ALL our users!

    2
  • Andreas Schuster
    Community Moderator

    I try to use emojis if I want to point something out (e.g. 🔴🟡🟢🟠🔵), however, I can understand that in certain business emails this does not look good. Let's hope Zendesk will fix this.

    2
  • Drew

    Still no update on this by ZenDesk. This new Agent Workspace doesn't do any good when half of the previous features are gone, and all the other available features are the most basic of features.

    I will be offering other suggestions to our Hypergrowth company as well since it seems that ZenDesk does not seem to integrate even the most basic of needs.

    2
  • Elizabeth Cochran

    When is this coming????

    We need it, badly!

    2
  • Steve Logan

    Elizabeth Cochran - judging by the fact that it was first brought up in June 2017, and we're now rapidly approaching June 2021, my guess is that it's never going to be added.  If it takes 4 years to add color selection to a simple text area input, then their development team should be let go.  The only reason it's still being asked for is because Zendesk doesn't care what their userbase says would be helpful.

    2
  • Steve W

    It's not! I gave up expecting ZenDesk to make this change. With something this simple to change and needed so desperately, requested over about 4 years ago and not implemented yet, one can only assume ZD does not care about its customers nor  their success. 

    This is just one of numerous improvements desperately needed  that ZD has cose to ignore. 

    2
  • Grant Coulson

    This would be a great feature. For example, we frequently receive questions on product-based questions.

     

    Eg, how does this work? Why does it do this?

     

    It would be great to be able to have the customers color text in one, and then our answer in another color to clearly show the answer. This is not relevant where there is only one question within a ticket, but when there are multiple questions and answers, it would be useful

     

     

    1
  • Steve W

    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. 

    1
  • Josh Thiessen

    Steve makes a great point. Not a single response from an official Zendesk representative is probably the most frustrating part.

    1
  • Josh Thiessen

    I have the same question. Maybe Brett Bowser can shed some light on if this is an official response. It would be great to have something a little more definitive here. Will it be this year, next year? Who is advocating for us to get this implemented? is it you Brett?

    1
  • Emmanuel Gomes

    Please we need this change.  We need the colors.

    How much it cost to get the colors ?

    Or if it is really expensive for you to put the colors in, you can just afford red and yellow, as the majority of people highlight red or yellow.

    1
  • Oskar Omarsson

    Hi,

    We recently signed up to Zendesk, this isn't the first ability that I find missing from Zendesk and we actually kind of assumed that a powerful tool like Zendesk would be at least on a pair with common email clients...

    Please add common rich text editor abilities, and this feature shouldn't need to be backed up by community reasoning.

    Best regards
    Oskar

    1

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