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Chris Hansen

Joined Mar 11, 2022

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Last activity Mar 11, 2022

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Latest activity by Chris Hansen

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Post Feedback - Ticketing system (Support)

I recently noticed that I am no longer able to set bold property on selected text within a code block.  I have been using this for years and am disappointed I can no longer do this.

For example - when notifying clients about disk space alerts, placing the output of a terminal command into a code block (taking advantage of monospace) is necessary for proper column alignment:

# df -hlTP -x tmpfs -x devtmpfs --total
Filesystem     Type  Size  Used Avail Use% Mounted on
/dev/vda1      xfs   8.0G  2.7G  5.4G  33% /
/dev/vdc       ext4  3.9G  1.5G  2.2G  42% /var
/dev/vdd       ext4  976M  1.4M  908M   1% /home
/dev/vde       xfs   1.5T  1.4T  134G  92% /data
/dev/sda       xfs   256G   33M  256G   1% /archive
total          -     1.8T  1.4T  398G  78% -

I would then select the line of interest and set it to bold to easily identify the volume at risk of filling up:

# df -hlTP -x tmpfs -x devtmpfs --total
Filesystem     Type  Size  Used Avail Use% Mounted on
/dev/vda1      xfs   8.0G  2.7G  5.4G  33% /
/dev/vdc       ext4  3.9G  1.5G  2.2G  42% /var
/dev/vdd       ext4  976M  1.4M  908M   1% /home
/dev/vde       xfs   1.5T  1.4T  134G  92% /data
/dev/sda       xfs   256G   33M  256G   1% /archive
total          -     1.8T  1.4T  398G  78% -

 

In the past week the bold option is no longer available for selected text within a code block.  I then came across this article:

https://support.zendesk.com/hc/en-us/articles/4408884153242

Which states:

Changes from the legacy editors

This section describes some differences between the new combined composer experience and the separate legacy editors for rich content and markdown.

  • This new editor experience is not available in the macro editor, yet. This feature is planned for later date.
  • Rich-content formatting inside code blocks is not supported.
  • Using the down arrow key to escape the code block is not supported. To escape a code block, press the Return key three times.
  • Image resizing using the up and down arrow keys is not supported.
  • Horizontal rule elements will always be on their own line. They cannot be inside of other elements.
  • You can only indent a list item if it is at the same level as a previous list item. You can’t indent blockquotes. You can only indent the text inside of blockquotes.
  • Using the markdown underline symbol (_) for underlined text is not supported. For example, typing _Important_ does not appear as Important. You can use underline symbols (_) in addition to asterisks (*) to make text bold or italic. For example, typing _Note_ and __Caution__ appears as Note and Caution.

I am trying to understand why this change was deemed necessary and request that it be reverted.  Or is there a way for agents to choose between "combined composer experience" and "the separate legacy editors for rich content and markdown"?  Perhaps a config option in agent preferences/settings?

I find it interesting that I was able to set formatting within code-block as I composed this forum post, but am no longer able to do the same within my zendesk agent ticketing system environment...

Posted Mar 11, 2022 · Chris Hansen

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