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Formatting of Dynamic Content removed when bulk replying with Macros



Posted Dec 07, 2022

When I bulk reply to tickets using a macro, the end result is that the formatting is removed from the text in each reply.

This means that I need to manually copy in the dynamic content in order to bulk reply, which eats up time unnecessarily.

Anyone else encountering this, and does anyone know if there is there something that I should be adding in the dynamic content or macro set up that would prevent this?


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11 comments

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Dane

Zendesk Engineering

Hi Sanoma, 

A similar behavior is currently being investigated. To make sure that this one is related, I have created a ticket for you to investigate further. Please reply to the email I sent.

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I have this issue as well, looking forward to the reply of Zendesk on this. 

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We're experiencing this as well. 

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Brett Bowser

Zendesk Community Manager

Hey Alan and Ron,
 
It looks like we have a problem ticket related to this issue and it's currently assigned to our dev team as they work on a long term solution to this issue. I'm going to create a ticket for both of you so we can link it to our existing ticket and you'll receive an update once we have more information to share.
 
Thanks for bringing this to our attention!

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Rudolph

Zendesk Luminary

Brett Bowser - Could you create a ticket for our team, as well? We're experiencing this issue. Also, is there any general update or ETA? It looks like this issue has been ongoing for 7+ months.

Thank you!

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Kacey Zeccola

Zendesk Community Manager

Hey Rudolph, I went ahead and created a ticket for you - you'll receive an update once we have more information to share.

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Hi all, any update on this? Our team has been experiencing this as well.

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Brad Harris!

The team is still working on this from our end. No worries though as I also went ahead and created a ticket for you so your team would be looped in on any updates. 

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MariS

Zendesk Luminary

@dainnelucena any progress here? We're experiencing this issue for a while now and it's a massive time waster. 

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Hi Zendesk team. Can you please provide an update on when approximately we can expect a change to the bulk editing experience that will keep DC items formatting consistent?

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Here is a workaround

 

1. Duplicate the macro and the DC item, make sure you have put the new DC item into the new macro. 

2. Provide explicit HTML formatting instead of the current text. For example use <br> for new lines. 
Like this:

Hello <br> <br>

Your issue is solved. <br><br>

Best, <br>
Agent

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