Allow end-users to use Rich Text formatting (similar to articles) and paste images

18 Comments

  • Jamie Lauchlan

    This is the 1# request/complaint from virtually all our customers - "why can't we cut and paste an image instead of saving and attaching?" Would love to see this capability soon - because all I can say is "Zendesk doesn't offer that functionality". Then they ask why and....I have nothing.

    7
  • Michael Dennis

    Ideally this would extend to include the ability to paste in text and images that have been written into some other source document.  Such as Microsoft Word.

    At a minimum, the ability to paste an image from the clipboard is very much needed.  nearly always the content of the image is relevant to the placement with the surrounding text.  It is not only awkward to do so as an attachment it makes understanding the message exceptionally hard.

    The case we have a LOT is a series of screen shots that can add up to dozens as the entire scenario is being shown how something happened.  

    5
  • Mike Gallegos

    +1, we would like to see this implemented

    5
  • Stefanie Hallmich

    We awaiting this Feature, too. Hope to see this implemented soon.

    Thanks, Stefanie.

    5
  • Sveta Smirnova

    +1 from me

    4
  • Eric Baur

    We also get a lot of requests from our customers to be able to do formatting in their responses to us.

    3
  • Nick Anderson

    Our customers frequently ask how they can craft better messages (we use markdown in our responses, and they are envious).

    1
  • Jeremy Moore

    +1

    3
  • Martin Champagne

    I haven't seen an update the from the Zendesk Product team on this and it is more than a year old... is it in the roadmap and when should we expect to be able to do this?

    My adoption rate for using the help center with my Customers is very low and the number one reason I get for my Customers not using it is because they would rather just send in an e-mail because then they can copy and paste their images in.  The find this to be a huge pain.  

    This is a must have! 

    3
  • Mario Costa

    Just to enforce what Martin Champagne describes as it is exactly the same type of complaints we have from our end-users nad the reason they prefer to use email

    2
  • Rebecca Shirazi

    Very much need to have the ability to paste an image from the clipboard. For years, the #1 complaint I get from customers around Zendesk is the inability to support images directly in the message and rich text. Attaching images makes understanding the message exceptionally hard for support teams. The lack of functionality is known to cause delays in ticket resolution and frustrating for users who rather just email support groups directly.

    Even this message editor allows to past images directly into the message.... : ). This shouldn't be hard to implement. 

    3
  • Devon Nobrega

    +1 

    1
  • Nicole - Community Manager

    Hey Devon - 

    A "+1" comment does not register as a vote for the feature; please be sure to use the voting buttons on the original post to have your vote counted toward the total. 

    0
  • Jamie Lauchlan

    What would be really helpful is for someone from Zendesk to actually (a) acknowledge this request, and (b) provide some tangible feedback on whether or not it will ever be implemented (or at the very least, is it even in the far distance on the product roadmap).....posted 3 years ago and no such response yet.

    1
  • Devon Nobrega

    Hey Nicole!

    Sorry about that, was just following suit. I've voted on the original post as well, thanks! 

    0
  • Nicole - Community Manager

    Devon - No worries! That's part of why I usually jump in and let people know what our teams actually look at.

    Jamie - the request has been acknowledged. The product teams are aware of the request. As far as whether or not it will be implemented... they haven't decided. They are open to considering it in the future (i.e. they haven't said "no") but also have no plans to do it at this time (i.e. they haven't said "yes" either.)

    We typically keep feedback threads open for additional comments and votes so long as the product teams tell us they'd consider it at some point, with the idea that additional votes and comments will help them to see that it remains relevant to users and how many people need it and how much (what the business impact is.) This is why when threads are ongoing we continue to encourage people to up-vote and to share detailed use cases.

    0
  • Jamie Lauchlan

    Thanks for the response Nicole - I guess acknowledgement is implied, and we'll assume anything posted is monitored by someone. Still, the OP posted in 2016 and asked a question (When will this be added?) which until now no one from Zendesk answered - until you just did. We're left with MAYBE in the future...but not a definite no.

    As far as detailed use cases - not sure what else we could say on this one - it is such a simple to understand ask re: what we want and why, I can't see any further need to add more detail - I guess we simply need enough votes to make it matter.

    Jamie

    0
  • Jake Edwards

    Yeah, it's taken so long that our Web Form usage has declined significantly in favour of emails.

    We used to be 50/50, now Web Form is about ~15%.

    I'm sure there are other factors, but emails are "simpler" for the end-users regarding attachments/inline images. Emails however, can't submit ticket fields, so we can't use them effectively either.

    p.s. why is the i so close to the l in the PNR font. That being said, it seems the original glyphs are fine in the font file, but they render badly in Chrome. Maybe something the web team want to check out.

    0

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