Raw Markdown support in Agent workspace

11 Comments

  • Official comment
    Amisha Sharma
    Zendesk Product Manager

    Hello! Thanks for engaging in this post.

    We are trying to understand the requests here further. In order to fulfill all uses cases, below are the requests we have gathered so far:

    1. Composer should render the pasted markdown syntax properly.

    2. Allow embedding images using markdown.

    3. Provide a way to preview how the markdown syntax will look once submitted.

    Is there anything you would like to be included in this list to make sure live markdown support is provided in  Agent Workspace?

  • James Henline

    It is frustrating that this has gone unanswered for over a month. 

    This new editor is also breaking integrations with things like Text Expander which is used extensively by support agents. It is also affecting Grammarly corrections as well.

    This needs to be addressed ASAP. 

    1
  • Kris

    This issue has prevented us from switching to Agent Workspace, as it has made Text Expander, Alfred, and other snippet programs unusable. The lack of Preview also made it unclear that the markdown was not working as expected. Image markdown also seemed to be completely broken in the Rich content editor, whether pasted or typed manually. 

    1
  • Anthony Stenhouse

    Our support team are also blocked from moving to Agent Workspace as they rely on pasting markdown via snippets or when pairing with others on a response.

    They also need the ability embed images using the following format which is no longer supported:

    ![img](https://company.zendesk.com/attachments/token/ABC123DEF456/?name=my_image.png)

    Our customers appreciate such in-line images when we respond, it's an important aid in helping resolve their support tickets.

    Please bring back the ability to:

    • Paste markdown
    • Preview markdown
    • Embed images in-line using markdown

    As an aside, we've noted it's possible to render markdown in macros which were created before the switch to Agent Workspace:

    Please see https://user-images.githubusercontent.com/232642/168255249-2473ccbe-e3b4-4e49-8958-9c73658a4347.png as Zendesk Image upload isn't working.

    However, when Agent Workspace is enabled, the 'Comment/description' macro field changes to

    • Rich content (HTML BASED)
    • Include plain text fallback (RAW - Not used in the agent support interface)

    Macros created with markdown within 'Rich content' do not render markdown:

    Please see https://user-images.githubusercontent.com/232642/168255256-9a7093bf-f275-4710-a703-539ab752186c.png as Zendesk Image upload isn't working.

    We need 'live' markdown support, please bring this to Agent Workspace so we can transition.

     

     

    0
  • Amisha Sharma
    Zendesk Product Manager

    Hello everyone!

    Thank you for providing feedback on markdown support in Agent Workspace and apologies that this post did not get a response until now.

    The inability to render markdown properly when pasted into the Zendesk editor has been reported as a bug with the third-party technology we use to power our editor. We are in constant touch with the team and they are currently working on fixing this. We will update here as soon as we have an update from them.

    0
  • Paul Tingle

    I was directed here by Support after opening a ticket regarding lack of full markdown support in Workspace. We've been selected for automatic migration in August and being forced into losing markdown support (which we do use) in exchange for integrated chat support (which we do not use) is disappointing to say the least.

    We'd appreciate a delay in any forced migration until markdown support is fully functional.

    Ironically I see the Master Subscription Agreement has been updated to state:

    • We have added an explicit commitment that we will not materially decrease the overall functionality of the Services during a subscription term;

     

    1
  • Jenn

    We'll also be moving to Agent Workspace in August. I can't even activate it for our agents to try because markdown is a "must have" for us. Please please pleeaaaassssse get this fixed before August.

    0
  • Kolten Kittleson
    Zendesk Product Manager

    Hello Paul Tingle and Jenn

     

    Thank you for reaching out. We have taken this into account, and have excluded both accounts from the current phase of automatic migration. 

    If either of you happen to run into issues with this in August, please reach out!

    1
  • Jenn

    Thank you, Kolten Kittleson -- that's fantastic!

    0
  • Paul Tingle

    Hey Kolten Kittleson, that's great news, much appreciated!

    0
  • Paul Tingle

    Hi Amisha Sharma.

    Yes overall we would like markdown composing and functionality to operate in the same way as currently. In my own brief testing I found that basic markdown was converted live in the composer and worked correctly, but features such as markdown hyperlinks were non-functional (they were not converted from the markdown syntax when published). So we either need a composer that live converts and works for all markdown, or one that does not convert live, but has a preview button (and again works for all markdown). I think the latter is preferable.

    Thanks!


    Paul.

    0

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