Jennifer Lee

Currently, custom text fields in Zendesk do not display line breaks correctly in Guide, causing formatting issues that impact readability. This limitation affects the clarity of structured information, particularly when using lists, paragraphs, or formatted content within these fields.

Zendesk has confirmed that this behavior is working as designed, but it would greatly improve the user experience if line breaks were preserved when displaying custom text fields in Guide. We request an enhancement to support proper formatting, ensuring that line breaks are retained as they appear in the ticket or field input.

Thank you for considering this request!

+1

Where can I add my interest in a public & private reply being added at the same time becoming a native feature? I understand the suggestion at this time is the Private Comments app.

+1 very useful

+1 very useful

Ashley Waldman - I didn't see it the other day either but just checked again and the bulk edit options are now at the bottom of the page.

Currently, bc the verification rules rely on inclusion, rather than exclusion, there's not a way to exclude an article, I have to use a filter to include all other articles. My use case is that we have  thousands of articles and I need to exclude one specific type. With the current setup, I will need to go through all other articles to find what's unique about them to include in the filter, all in an effort to exclude these couple hundred. It would be very useful to have an exclude option where in this case, I'd exclude the one attribute I know this specific type of article has which is much quicker than finding what to include.

How do I exclude a set of our articles from the verification process altogether? This particular type of article never needs to be verified.

We believe this would be useful also. Displaying the column would help with at-a-glance auditing to confirm correct/incorrect setting.

Here is a scenario: If I upload and publish 10 articles and I want to double check to make sure I have the visibility set correctly, I would have to set the filter to Permissions > Visible To > [segment] and go line by line to make sure all 10 articles are set with the proper visibility settings. If one is missing from the 10, I would have to pinpoint which one was not set properly, remove the filter and backtrack to figure out which article needs changed, which equates to more time weeding through articles.

If there was a column option listing "Visible To," Editors and Publishers could quickly scan articles in the Manage Articles section to make sure the visibility settings are set properly.

+1