10 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Noah!

    Markdown in your ticket replies is processed by the {{ticket.comments_formatted}} placeholder. Without that placeholder, any markdown you add to your replies won't render for your end-users. The solution to this would be to add that placeholder back into your email triggers.

    Please let me know if you have any other questions!

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  • Noah

    Thanks, Jessie! 

    So I'm trying to follow the guide that I linked above.. I'd like to be able to have unformatted emails for comment updates but still be able to use markdown to bold, link text.. 

    Is this possible? Here's a screen shot of my current trigger (as explained in the KB article linked above) What would I change here?

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  • Noah

    When I replace {{comment.value}} with {{ticket.comments_formatted}} it shows all the formatted comments with my photo and what not.... So the deal here is to just be able to have plaintext emails (by way of following the link above) though at the same time be able to use markdown...

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  • Jessie Schutz
    Zendesk team member

    Hi Noah!

    As mentioned above, markdown won't render in an unformatted email; you can't use both plaintext and markdown at the same time. I'm afraid it's an all-or-nothing proposition. Do please let me know if you have further questions about this!

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  • Glenn DuBois

    I am having the same issue is there a way to have a formatted email and remove the Photo, Date and Name of Agent.    I need the HTML links and FAQ links and attachments to show but I do not want the name, photo, and timestamp to be visible to the customer.

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  • Jessie Schutz
    Zendesk team member

    Hi Glenn!

    It's not possible edit the content of the formatted placeholders, which means that you won't be able to exclude the agent photo, name, and date without using plaintext. 

    I did some poking around in our Product Feedback forum, and while I wasn't able to find a post requesting exactly what you're talking about here, I did find this: Edit output of data placeholders.

    No one else has commented on it yet, but I'd encourage you to add your suggestion and use case to that thread. Our Product Managers see all of these posts and take them into consideration as they work on making Zendesk better.

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  • Thiago Pojda

    Just jumping in to mention 1) your original article is great, it really helped me to clean up my emails, but 2) I tend to send links to users on my macros and they go missing on the final emails they receive (I can see them on my preview tho).

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  • Justin Graves

    @Noah & everyone here- I just posted a request similar to this one. I used your post here as an example of another Zendesk users with a similar need. I'm trying to drum up support to get the Zendesk developers moving on this idea so I'd like to have you look at my post and give it a thumbs up and leave a comment there so we can bolster the case and show the need for these features.

    Please take a look:

    https://support.zendesk.com/hc/en-us/community/posts/220847487-Add-a-placeholder-for-formatted-comment-values-maybe-comment-value-formatted-

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  • Stephen Greenfield

    How about just allowing markdown in the trigger-generated email text?

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  • Jessie Schutz
    Zendesk team member

    Hey Stephen! Welcome to the Community!

    It's not possible to use markdown in trigger notifications, as you know. However, you can format those notifications using basic HTML. Here's a screenshot of a trigger notification I have set up in my test instance:

     

    And here's how it renders in an email notification:

    It's a little different from Markdown, but it'll still get you where you want to go!

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