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Mac OS, text replacements (shortcuts) not working in latest update.

Steven Ramos

I've been using Mac OS text replacements for years and with the latest Zendesk support update, these shortcuts no longer work in Safari. 

If I try to reply to a ticket, I would type the shortcut THA and that would turn into "thanks for contacting us...", it no longer works in the reply box. The shortcuts work on any other page and app.

12 Comments

  • Lupita Soto

    Please allow text replacements again! They save so much time in typing, why were they removed in the first place!??? I'm so disappointed.

    1
  • James

    Confirming this is broken in both Safari and Brave running on macOS 13.2.1.

    Note: The feature works fine when replying here in the Community, just not in the agent interface.

    1
  • Jenni Penna

    We also need this feature back! Mac OS text replacements is very usefull and significantly speeds up responding to tickets. Please make fixing this a priority!

    1
  • James
    • Edited

    I raised a ticket with support and was able to get a reply.

    Apologies for any inconvenience caused. Upon checking, our product development team has been made aware of this issue but is unable to offer a target date for resolution at this time. 

    We encourage you to follow Zendesk's release notes here (https://support.zendesk.com/hc/en-us/sections/4405298847002-Release-Notes) to receive notifications for enhancements and fixes as they are released and appreciate your patience!

    I guess it's good they are aware of the problem, but the fact there's no ETA for something they broke isn't very encouraging.

    If you haven't already, I would encourage everyone to open their own ticket with support - just so they know how big of an issue this is.

    2
  • James

    Got a response today, and I feel like we're going backwards. 🤦‍♂️

    I've received an update from our product experts and according to them, since the MacOS spellchecker is a feature outside of Zendesk, permissions and settings aren't set within Zendesk.

    What we'd recommend is having the agents check their browser extension settings, browser or OS updates if available, or even reinstalling the extension if they are using one. 

    We also suggest that you reach out to Mac OS support to assist you further with the spell check configuration of MacOS as this is working with the customer's computer but not for others.

    If it works in all other areas, including community replies here and the customer facing ticket interface (what I used to write to them about the actual issue) it's not a problem with macOS or the browser. 

    1
  • James
    • Edited

    I received another update from them, and it seems like they found the actual issue.

    I've just heard back from the team and according to them, this is a known bug with the current/latest versions of CKeditor 5. 

    Currently, it works with Chrome but it doesn't work with Safari. On the bright side, previous versions didn't work with multiline text expansion while now this works but only in Chrome. 

    In a few quick tests, text replacements sort of work in Chrome but autocorrect is still totally broken. Both are working when I post here in the Community, so I'm certain it's not an issue with Safari or macOS.

    I also found this issue on Github which seems to match up with what they are saying.

    https://github.com/ckeditor/ckeditor5/issues/13428

    I've asked them if there's a way to downgrade to the last working version of CKeditor, and am awaiting a response.

    2
  • Ryan

    Thanks for the updates, James! (Can't tag you for some reason)

    I hope for a solution very soon..

    0
  • pchevalier

    Thank you for all the info James. I hope they come up with a solution soon.

    Pierre

    0
  • Caylan Larson

    This also affects me. Hard to believe this has been broken for over a month when it affects my day to day so significantly. Please fix.

    1
  • Ömer Baran

    Hey James

     

    Is there any Update regarding that Issue?

    0
  • James

    Last update was a few weeks ago. In essence Zendesk isn't going to do anything to fix this. They also refused to provide a downgrade option for CKEditor which would act as a workaround.

    Looks like the best we can hope for is for CKEditor to come up with a fix and then pray Zendesk picks up the update in a timely manner.

    If you have a GitHub account it might help to give a thumbs up to the issue thread, or submit a 'me too' post - just so they know it's affecting many users.

    1
  • Lupita Soto

    Thanks for all of your research and follow up James! I can't believe a customer support solution software provides such poor customer support to their own users. 

    0

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