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Enable WYSIWYG formatting & HTML link pasting for messages

Planned


Posted May 24, 2022

Including the ability to paste html links into a message. Even this very textare here supports simple WYSIWYG formatting (bold, italic, ...) and supports html link insertion!


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6 comments

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Nicole Saunders

Zendesk Community Manager

Thanks for sharing that feedback Simon. 

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This would be a great benefit and win to have the ability to insert links and hyperlinks in Messaging since it already exists as a feature in Support and Live chat. 

We have to manually restrategize all our 1000+ macros since hyperlinks are supported in Support and Chat but not not Messaging. 

It is both a poor agent and end user experience as links appear in long form and makes it very clunky especially if they are inserted within the body of a macro

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I agree.  I note that Many Zendesk Moderators are able to embed well formatted messages using Hyperlinks that are with proper text.  This can only be done if you are copying and pasting the information in from another program such as Microsoft Word.

Example: https://usergroups.zendesk.com/become-a-group-leader/ 

So make sure to fill out the User Group Interest form today to tell us what groups you want to see! 

With the WYSIWYG it is not possible to properly format the URL so I am guessing that it is being pasted in from another tool.

Why can't the WYSIWYG in Tickets be added to posts?

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+ 1 

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It's a regression that we are not able to use WYSIWYG in Messaging !!

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Hey Simon Ferndriger , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.

Thank you again for your feedback and for being a valuable customer with Zendesk.

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