Help Center Article Editor needs to support (easy) source code formatting

64 Comments

  • Tom
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    Adding our vote for source code formatting in the Help Center article editor. The exact features we are looking for were written by Christian Colding of Zendesk here: https://support.zendesk.com/hc/en-us/community/posts/222554808/comments/249098547

    TinyMCE now has an excellent official 'Code Sample' plugin:  https://www.tinymce.com/docs/plugins/codesample/ It would be wonderful if this could be added to the Help Center editor. Please :-)

     

    7
  • Larry Garfield
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    I'm currently evaluating ZenDesk Guide as a knowledge base for our company, for potentially both internal and external docs.  The lack of a code sample formatting option could very well be a deal-breaker, as we have a LOT of code samples and command line examples in our current documentation.  Our target audience is developers so they'll want code samples.

    5
  • Ryan McGrew
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    Hey all,

    Today we've rolled out an ability to insert code blocks as pre-formatted text in the article editor. It's a small change and doesn't include syntax highlighting, but will hopefully will make it a little easier to insert code into your articles.

    We will continue to take more advanced functionality as a product feedback.

    Thanks!

    4
  • Matthew Marichiaba
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    Markdown support, please!

    3
  • Jonathan March
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    4 years later, this remains a significant pain point.

    3
  • Nick Jones
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    +1 as an organisation which supports users who code, the lack of simple editor (TinyMCE) options like this is deeply frustrating for those team members authoring articles and supporting users, and for the users who are receiving lower quality support.

    +2 this relates to our ability to have a consistent set of styles when editing/previewing, as compared to being published. If we could add code formatting and other enhancements within our custom theme, problem solved. However our custom theme doesn't apply to the editor/preview, so we're back to square one. see: https://support.zendesk.com/hc/en-us/community/posts/115006874967-Automatically-Adding-Colored-Notes-in-Articles-Based-on-Article-Keyword and https://support.zendesk.com/hc/en-us/articles/227537227-Why-is-an-article-s-appearance-different-in-the-editor-than-in-Help-Center-

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  • Andrew Soderberg
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    Zendesk should really update the TinyMCE WYSIWYG editor and/or add the many useful editing tools that have been available for this WYSIWYG editor for many years.If you want I will be glad to write another comment with ALL the popular WYSIWYG tools that we are not getting that we should have. Quickest way to see you own favorites that your not getting is to go here: https://www.tiny.cloud/features

    The TinyMCE WYSWYG editor natively supports creating custom styles like the one Zendesk uses for Notes (I worked for an enterprise CMS company that also uses TinyMCE, so I know what is possible).

    If the whole "has to be compatible with a number of different publishing destinations" then how about bringing the WYSIWYG article editor that Zendesk uses for it's OWN Guide articles for the rest of us to use in our articles!

    For example: Article Notes... You can't do this now, but Zendesk can for their guide.

    Zendesk article Notes are comprised of:

    <div class="p">

    <div class="note note">

    <div class="notetitle">Title</div>

    Note body text.

    </div></div>

    If you try to add these tags, they get removed, If you try to add <style> tags in the source of the article, they get removed when you publish the article.

    Why can't we have the WYSIWYG tool that assigns these tags and styles to our content in articles. I am sure I can find more like this. We should have access to the same Guide article editor that Zendesk uses itself!  see image:

    One of the selling points for me, or rather what I saw in Zendesk's support articles when making the buying decision was the broad variety of styling that was possible. It was not cool when I then later found out that these are not possible in the WYSIWYG editor we get for Guide articles.

    Having to re-define the CSS of a text color in the tool bar to get the example above is a real hack (as found in another community post: https://support.zendesk.com/hc/en-us/community/posts/205335977-Add-Note-and-Warning-boxes-to-your-Guide-articles ), and we should not have to reinvent what is already there (just turned off).

     

    3
  • Diana Langston
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    Also, is there going to be a way to install some sort of plug-in for code examples, such as Prettify etc. 

    We need something that allows syntax highlighting of source code snippets.

    2
  • Maria McDowell
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    +1

    The lack of code snippets is a major factor in our hesitancy to use Guide. Please add them!

    2
  • Manuel Morales
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    +1 

    There is no workaround that will work in my environment so we are waiting for this feature to be implemented ASAP.

    2
  • Jukka Raanamo
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    Was also thinking of migrating to Zendesk Guide and put ALL documentation there but as technical company there's plenty of code in multiple languages we need to present to our users. If we cannot do that then we're better off with our current do-it-yourself documentation platform and using the rest of the Zendesk products also make little sense.

    2
  • Chaz Spahn
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    +1 for Code Samples. This will be a great first step. But what we really need is custom style creation and selection. I have a need for Notes, Warning, Error, and Code. At this point, we are stating to look at other options for our KB because it is far to costly (time and resource wise) to get our articles they way we want them.

    NOTE: I have posted the same request for at least 5 different threads that all ask for this capability now.

    2
  • Pete Holborow
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    Adding my voice for code samples as a requirement. You do it in the ticket editor, why not in the Guide editor?

    2
  • Celine Ladoire
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    I've done some slight digging around and found this article: http://web.simmons.edu/~grabiner/comm244/weekfour/code-test.html

    If you remove the <code> bit, and only keep the <pre> looks like it works?

    Unless you guys are looking for something else?

    Code I used for this is:

    <pre> 
    p { color: red; }
    body { background-color: #eee; }
    </pre>
    2
  • Guido Santo
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    This is a blocker for me as well.

    I have narrowed down to Zendesk for our service desk and knowledge base requirements in a lengthy process and this basic requirement is probably the main reason why we simply cannot go ahead.

    Our product requires technical integration documentation and code snippets are bock standard in any half-decent editor. Even Freshdesk has a fantastic code block in their editor...

    2
  • Zach Hanes
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    The lack of decent code block options is a major disappointment for my team as well. We need to be able to share code snippets to our advanced users, and more frequently in our internal guides. 

    Messing around with the source code editor has been very difficult with no line numbering, tabbing, etc. I try to stay out of there whenever possible. But for now, I'll just need to settle for using <pre> I think. 

    2
  • Arnor
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    I agree 110%  I really liked that option in the old one as I have posted several articles with source code on my portal.  

    Arnor Baldvinsson - Icetips Alta LLC

    1
  • Niclas Kårlin
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    I works very well in tickets. Frustrating that those are not available in Article.

    1
  • Rom Hirsh
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    Hi Ryan,

     

    you can see the solution that Tom offered 

    "TinyMCE now has an excellent official 'Code Sample' plugin:  https://www.tinymce.com/docs/plugins/codesample/ It would be wonderful if this could be added to the Help Center editor. Please :-)"

     

    this seems like a simple implementation that should not span over "quarters" as you suggested. This is blocking our development of the HC and forcing us to look else were for documentation purposes. 

    1
  • Chun Lee
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    Please please please prioritise this. This is not the only thread or request on this subject.

    1
  • Eitan Blumin
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    Adding my vote as well.

    This is such a common functionality, especially for something that's supposed to be a Knowledge Base...

    How do you not have this yet???

    1
  • George Mabey
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    👋very much in favour of an improved code sample experience!

    1
  • Peter Watt
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    Adding my vote for this to be implemented. We are putting together developer documentation and being able to add code blocks would be a really great addition.

    1
  • Chaz Spahn
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    Zendesk uses a modified version of TinyMCE. They CHOSE to strip out functionality. Right on Tiny's homepage...

    1
  • Nick Jones
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    thanks Ryan, useful to understand.

    I do wonder whether, like with theming, the overall compatibility across channels couldn't be left to the customer? If it were an option to configure some editor features, or at least to use our own theme custom CSS within the editor, that would, that would be transfer a similar level of responsibility to what we do today as a customer when customising our theme in general. For some customers who only use one or two of the channels you describer, that would represent a major change in what was possible... 

    thanks again for your response.

    1
  • Jason Stevens
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    This is a blocker for me to be able to role out fuller use of the guide.   How is it that this has not been implemented?   Please prioritize this.

    1
  • Larry Garfield
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    My company spoke to a ZenDesk representative on the phone recently and discussed this issue among others.

    ZenDesk make it clear that code block support in the Help Center / Guide is not on their roadmap anytime soon, nor is allowing customers submitting tickets to use markdown for code blocks.

    Their best alternative was to write our own editor that uses Markdown, formats it to HTML and then posts that to the Guide over their API.  Thanks but no thanks.

    We're a developer-targeting tech company, so swapping code blocks with customers is easily a third of what our support team does.  This is very disappointing news and renders the Help Center basically useless for us indefinitely. :-(

    1
  • Bryan Matias
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    +1. ZD Support supports something similar, would be great to have that in the KB.

    1
  • mgz
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    The code block from Zendesk is not the same. it doesn't highlight code according to what programming language is used. all it does is to arrange the code in a distinct section. Hard to read the code in this way, especially when the code section is long.
    also, there is no option to switch seeing a different code when a different programming language is used, 

    1
  • Diana Langston
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    what are the editor options? right now, what i see seems super limited and is frustrating for content professionals trying to use Zendesk. Any other options to upgrade the editor, markdown, or a better html editor?

    0

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