I'm a Zendesk fan and have used Zendesk Chat from way back under its older name and company. That said, I do feel like the current chat feature could be improved somewhat with allowing us the Admins to use things like bold, underline, lists, embed videos etc.
Providing great support is all about getting your information to the customer in a format that makes it easiest for them, so I feel putting everything in a text only format when it comes to general typing and especially shortcuts is quite limiting and behind many other competitor chat systems.
I can only hope that Zendesk Chat is due an overhaul in this area to bring it up to par with its Help Centre and Agent areas. Are there any forthcoming plans for this?
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