Markdown for responses

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12 comments

  • Avatar
    Jake Holman

    Isaac, you're right, it is certainly popular in the developer community. This in part is why we haven't actually implemented it, yet. Introducing this to our users will only be useful, and understood, by a small percentage of users. 

    However, that doesn't mean we're not going to do it. What we'll likely do is introduce a more simplified WYSIWYG editor (think Gmail, but even simpler) that may have a way of accessing the HTML or perhaps even a markdown representation depending on users preference. 

    This unfortunately it not an "easy win" for us, and involves a lot of back end work to pull the current WYSIWYG, implement a better one and then implement that into the ticketing system. But it's certainly something I personally want to do.

  • Avatar
    Isaac Hall

    Great answer. I'm hoping for something simple (like Markdown) and not overly complex (like most HTML WYSIWYG editors). If I can bold text and format some text for code blocks (e.g. wrap in a monospace font), I'd be thrilled. Those are really my only two needs. Thanks for weighing my input against every other customers' -- otherwise you end up with a Microsoft (or Zuora) product.

    Zendesk is awesome.

    Cheers,
    Isaac 

  • Avatar
    Kori Francis

    Hey,

    I'd really like to see Markdown implemented, at least from an agents perspective. We came from Tender, and the only thing I really miss is being able to present nicely formatted responses to the customers. I don't care if customers have access to using Markdown, and I doubt they would. I also think that a nicely formatted reply makes us (as agents for the company we're working for) more professional to the customers.

    Please Zendesk devs, you're our only hope.

    Thanks,
    Kori Francis, Tech Support Guru

  • Avatar
    Jake Holman

    We're currently making steps toward this. Unlike previously, we actually think Markdown might be a good path to go down, but we'll need to do a hell of a lot of testing around it. 

  • Avatar
    Kori Francis

    Jake,

    Do you happen to know if this will be part of the Lotus preview?

    Thanks,
    Kori 

  • Avatar
    Jake Holman

    @Kori: No, at least not at this stage. It's still something we're looking into, and still very much being talked about. 

  • Avatar
    Glenn

    Would love to see this.

  • Avatar
    Nicolas Fouché

    I released a command-line tool today. It allows us to manage all our knowledge base in markdown files in a git repository. All the team members can review and work together on entries before they are published.

    Our execs, marketing guys, all of them learned Markdown. They thanked us.

    https://github.com/cleverscale/zenpush

    https://support.zendesk.com/entries/21099171-zenpush-edit-your-knowledge-base-with-markdown

  • Avatar
    Jake Holman

    Hey everyone. We're now ready to open up the beta for rich content in tickets. As previously stated, this is only for outbound communication by agents, and not inbound communication.

    You can sign up for the beta here: https://zendesk.wufoo.com/forms/markdown-in-tickets/ - please ensure you use your Zendesk subdomain, not your host-mapped domain. I'll be turning on accounts manually, so please be patient once you've signed up.

    And if you missed it the last time, you're signing up to be able to generate content in Zendesk like this: http://cl.ly/image/0N0X141g1H243X1e1o0O/o

  • Avatar
    Kori Francis

    Excellent news! Signed up and looking forward to this. Question, will this make historical messages that happened to have markdown look correct? I've been using markdown in my responses for as long as we've been using zendesk in the hope that you would indeed implement it.

  • Avatar
    Erin Boyle

    Right you are!  Marking it as "Done" now.

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