Change text colour in Ticket editor

72 Comments

  • Ary A

    We recently implemented zendesk support as well (about 6 months now) and I am truly shocked that basic text formatting features are non existent. 

    I attached a screenshot of an actual client message saying to "see my comments in red" and the only way is to see what the client was trying to highlight is to click on the "view original email" and open up the html view and see the colors. 

    However when we responded to that/similar emails

    1. The color is lost from the original message the client sent so its really confusing to the client
    2. Since we can't respond to what the client highlighted in red with our own colors, we have to craft the response in a way that takes a looooooot more time. In a typical email/client communication platform that had basic text formatting features, we would have been able to respond to the ticket in less than half the time it did in zendesk since we have to summarize the email with the clients comments in red then add our own comments. The other option was to just respond outside of zendesk (our company uses gsuite so gmail) in a normal platform that has basic text editing features and just cc our zendesk support email. 

    @nicole see my comments to your messages in red below (you can't so I made them bold) 

    Hi all - 

    Could you please provide some detailed examples of why you need colors and highlighting?To help emails to clients be easier to follow. What business problem does this solve for you? Making our business look more professional and up to date as basic color and text formatting in emails has been a staple since 2000. Additionally, sending emails that are formatted well with color shows our clients/customers that we are taking time to respond and there was thought put into how it was organized, making the email more personal. How impactful would it be? Extremely. How frequently would you use it? Everyday

    Thanks!

     

    @Stephanie - Certainly not far-fetched. But product managers have asked us to ask follow up questions and try to get details about use cases, as that information is helpful for them in understanding any unique implementations, how business critical the issue is, the scope and impact of it, whether it's a necessity or a "nice-to-have", etc. Do your product managers use gmail? I'm 100% sure they have/do, use that for reference.

    Comments that are just "+1" or "I want this too" don't really help product managers, which is why we regularly encourage users to provide more information.Do we really need to explain why formatting colors in emails is important? Have you ever received a long email that addressed numerous topics? If your product managers can't figure out why that's important then...

     

    This is zendesk text editor 

     

    This is a very common email platform

     

     

    I'm pretty sure zendesk is not going to do anything about this since

    1. This thread started almost 2 years ago (and there are a bunch of other threads talking about this) yet nothing happened 
    2. It takes months for a community manager to respond

    I just wanted to let all the previous people to know that I share your frustrations.

    For all future people who stumble across this, there is no hope for this to be implemented so just plan accordingly and move on.

     

     

     

     

    17
  • Russell Dunn

    I agree with a lot of the comments - the lack of basic functionality in Zendesk belies belief on an almost daily basis, but none more so than the lack of an even basic featured text editor.

    We have to send code snippets to customers regularly and being able to doing this simply and easily in Zendesk is a massive pain point.

    @Nicole you say that +1's don't help, but it's really very worrying that your Product Managers seem unable to work out why widely available, simple, text editing features might be useful for your customers.

    As the engineer here responsible for our Zendesk installation, do you think my regular recommendations to my company that any pain associated with a move away from Zendesk would be worth it in the long run are best served by your Product Managers refusing to engage with the community on basic features? Or would it be in Zendesks interests to actually give customers what they want?

    I could understand entirely if people were asking something unreasonable, but your text editor is appalling and - really - Zendesk should be ashamed at its level of functionality.

    8
  • Josh Thiessen

    +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!!

     

    7
  • MiiiA Pty Ltd

    I also wish this was available.

    Often I may go to copy/paste text from an email or elsewhere, that has different color text etc, but pasting it in removes it all, and renders it useless.

    Very big YES PLEASE from us.

    6
  • Bee Pugh

    +1 to this thread!

    We also have the scenario where a lot of our customers will reply to our tickets with something like 'See my notes in RED' but coloured text does not show for the agent so it's very difficult to work out which part of the ticket content the customer is referring to!

    6
  • Ben Richards

    Yes we need coloured text too. We often have to reply inline to comments and also highlight data within a ticket. 

    Bolding these comments is not enough. They need to be highlighted in a colour to make them stand out

    6
  • Tommy B.

    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.

    6
  • Amber Devine

    I have been following this thread for over a year and am COMPLETELY shocked at the lack of attention or communication this has received.
    If this is supposed to be the channel customers utilize to advocate and brainstorm for improvements... the product team and community managers should be more attentive to such a basic request.

    6
  • Tobias Hermanns

    Hi,

     

    we really like to highlight important things in red.

    Any chance?

    5
  • Torkildsen, Jacob

    +1

    We really need the support for colors and the ability to highlight text. Please puch this forward Zendesk!

    5
  • Sara McRoberts

    Hi Nicole!

     

    Our clients ask a lot of questions. We would love to be able to highlight their questions (or change the font color) and be able to respond in normal text color. We all know people don't read an entire email, so having the colors stand out is a great way to get their attention. It allows us to put a focus on specific pieces of information that would make sense to have the size of heading. With our large customer support department, I imagine this feature would be used multiple times per day. ZD is our primary method of communicating with our clients. 

    5
  • Russell Dunn

    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.

    5
  • david medonis

    Most email editors have the ability to change text colors in the email body. 

    It would be a well used feature if it was added.

    4
  • Row M

    I agree please make this available

    4
  • Oliver Keil

    The availability of this feature would be great. We're missing this function badly

    4
  • Otger Cobben

    At our office (mid size bank) the employees complains a lot about this. With outlook they can easily copy a part of an excelsheet to outlook and modify it there also (remove some columns or rows, change some data, change color etc.) They use this often for communicating financial data with the customers. In Zendesk this is all not possible. So same layout and edit possibliities as in Microsoft Office (Outlook)

    4
  • Tony Wacheski

    I agree, Zendesk has some great features but lacks very basic and essential features like formatting text, which we all expected would be there. It is extremely frustrating to be missing table stake features such as formatting text, which are available in every other app, and utility including the free open source CRM I replaced Zendesk. Disappointed

    This is desperately needed to give our customers the best experience possible, which is why we are paying for Zendesk. Frustrating. 

     

     

    4
  • Brandon Tidd
    Community Moderator

    Hi @Nicole -

    My team is asking for this functionality as well to draw attention (visually) to key aspects of their response - aka - Please respond Friday by 5PM to reserve your spot.  I agree with others on this thread that simply bolding the font is not enough in some cases for our end-users.  Hoping to see this update in a future release.

    Brandon

    4
  • Michael Cohen

    +1

    I assume no change was made so far.. right ?

    It's very IMPORTANT For us to have this.

    4
  • Dan Rodriguez

    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.

    4
  • Steve Logan

    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.

    4
  • Balazs Brauner

    Up!
    Please implement this feature. The branding options in Support are basically non existent while in Help Center it is quite okay so it must be possible somehow ;)

    4
  • Steve W

    I'm beginning to think that ZenDesk just doesn't care. Such a simple but important change that they have not implemented. 

    Will rethink renewing ZD for another, more robust service next quarter. 

    4
  • Tony Wacheski

    It would be great to know more. The lack of response for such a basic request is astonishing for a customer support product.  Zendesk is a powerful tool but lacks some basic components which I am sure we all expected to be part of the toolset.  We see advanced new paid features appearing while waiting years for table stakes such as the Ticket Editor. 

    The forum editor I am using right now is another example. Why two very lacking editors? 

    When we reply to users on the forum, the editor's the limitations are even greater. 

    My free WordPress forum plugin had better abilities to communicate with our customer. 

    And isn't that ability to efficiently communicate with our clients and customers the reason we are using Zendesk? 

    TinyMCE?

    4
  • Jim Tatum

    Well after 4yrs of this Zendesk BS and them not listing to their customers needs, we have made the decision to LEAVE Zendesk at the end of our subscription period in June next year. We as a large construction manufacturer can not continue to pay for a product where the product developers and upper management do not listen to the ones paying their bills. We have already started our transition to move away from Zendesk after the first of the year. 

    I am sure this will get deleted by the community mods, but hopefully others will see it and follow suit. There are better alternatives to Zendesk out there and some of them actually listen to their customers feedback.

    4
  • Jim Tatum

    Steve Logan We are moving to Remedy which uses Salesforce as a backbone and since our company already has a large salesforce footprint we are just adding this feature to our existing platform.

    4
  • Markus Tay

    Bumping this thread up. I really hope Zendesk can build this. I do not understand why we are not getting basic functions like this. Did anyone manage to find an App with this functionality? Thank you.

    3
  • Oliver Keil

    Hello Nicole,

    in our inquiries (templates) we highlight specific and important request from our customers.As Sara mentioned above people do not read an entire mail, so highlighting helps to process important information faster.

     

     

    3
  • Jim Tatum

    The problem with Zendesk is, they believe the data doesn't belong to us Zendesk subscribers. They actually believe it belongs to Zendesk and they can provide whatever feature they feel we need or don't need. I have been fighting with them over this topic for 3yrs now and have gotten nowhere.

    So like Ary A, I doubt they do anything.

    3
  • Rouwhorst, O.T. (Oscar)

    I agree with the comments made by Otger (above).

    3

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