Color Text - We want your feedback!

17 Comments

  • Official comment
    Amisha Sharma
    Zendesk Product Manager

    Hello All,

    We have released a fix for the issue you were experiencing with the color text and background color text feature release. We now no longer retain colors on copying & pasting text.

    If you would like to use this feature but were unable to because of the regression, you can now enable it again in your settings. Thank you! Please let us know if you have additional feedback. 

  • Daniel Sitze

    This is a really nice feature, but I keep having problems when I paste things, they tend to go gray, this can be hard to see and then I have responses that go back and fourth between black and gray.
    Having the option to disable, or set a default color when pasting or some way to not copy colors would be nice.
    There was one occasion I copied white text and didn't realize because it disappeared into the background, I thought I copied nothing and sent a reply with white text that I had pasted multiple times before just typing it out, which made the whole thing look really unprofessional and peeved me a bit.

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  • Amisha Sharma
    Zendesk Product Manager

    Hi Daniel Sitze - This is great feedback. Thanks for sharing. We will look into how we can best solve this. In the meantime, can you try Cmd + Shift + V (Mac) instead of Cmd + V when pasting anything into the composer? Adding Shift will basically remove all the formatting (including color) while pasting text. If you are on windows, use Ctrl + Shift + V. Please let me know if it works for you?

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  • Daniel Sitze

    Thanks for that! I didn't know about the hotkey to remove formatting, I will use that in the future.
    Being able to disable the color in general would be appreciated as me nor my team ever use it.
    Appreciate the quick response.

    Cheers,

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  • Amisha Sharma
    Zendesk Product Manager

    Thanks, Daniel Sitze. Absolutely, we will be looking into improving this experience. :) Happy thanksgiving!

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  • Stephanie McIntyre

    This feature is not showing in our instance, how do I enable?

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  • Amisha Sharma
    Zendesk Product Manager

    Hi Stephanie McIntyre - This feature is only available in Agent Workspace for now. You seem like you're on Non-Agent Workspace currently. :)

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  • Stephanie McIntyre

    Thanks for the quick reply.  To me this implementation is not what the general community requested in https://support.zendesk.com/hc/en-us/community/posts/4409222521242-Change-text-colour-in-Ticket-editor.  We simply want to be able to edit text colours in the emails that we are sending to customers  (our group is not interested in enabling Chat or agent workspaces).  When will this be available to non-agent workspaces?

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  • Budke, John

    I hadn't seen anything about this!  Great!  Perhaps consider a method to set a default color for private and public comments so each type can easily stand out.  For example, private notes cans be set to always be blue, etc.

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  • Valentine

    I like the fact that I can add color to responses but I really don't like the fact that pasting content automatically carries over the original formatting. This has made me lose a significant amount of time when responding to clients.

    Its good to know that holding down shift when pasting removes the original formatting but I wish I could set that as the default. Its tiny increments of time that really add up.

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  • warren.jones

    Can we have this feature added to Side conversations ?

    It would be great if this could be done via Macros that create side convos as well....

     

    Thanks :)

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    +1 to what Daniel & Valentine have already said. The original formatting being copied over when pasting is really frustrating. Good to know about holding shift but CMD+V is the normal way to paste content so it’s just another thing for our agents to remember to do (old habits die hard).

    When agents forget to fix the formatting or use that shift key to paste without formatting, that mismatch of formatting carries over to end user emails (I just saw one that looked pretty bad which prompted me to search for a post in the community about this issue).

    While this feature is nice otherwise, this feature has always been a nice to have in my own personal eyes. If the formatting continues to transfer over with copying, I’d probably be more inclined to want to disable this feature since we don’t have a large enough use case for needing this functionality.

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  • Budke, John

    Side conversations need to have color and sizable text.

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  • Maik Künnemann

    When will this be available in the default editor without Agent Workspace?

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  • Amisha Sharma
    Zendesk Product Manager

    Thanks, everyone for all your feedback. We appreciate your engagement in this thread.

    Thanks for sharing how pasting content with formatting has been inconvenient. Please do use Cmd+Shift+V when pasting content, adding "Shift" should strip all kinds of formatting. We are also working on putting this feature behind a setting so that you can choose to enable to disable this feature. I will update once we are close to releasing the setting.

    I will pass your request to add color and sizable text to the side conversations to the appropriate team.

    We are not planning to add this color text feature to the default editor without Agent Workspace enabled as of now. I'll be sure to let you know if this changes in the future. Thanks!

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  • Maik Künnemann

    Amisha Sharma it is no longer planned to add it to the default editor? 3 month ago on this site Lisa Kelly said it will be added also to the editor without agent workspace enabled?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Malk
    My apologies for the confusion! I said that Zendesk is unifying composers across both the Zendesk Agent Workspace and the standard agent interface. See this Announcement for details. However, you still need to have Agent Workspace for color text. Amisha Sharma can confirm.

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