Yuki Ueda

I want the formatting of the source string to be reflected in the text retrieved and extracted by the placeholder specified in the macro.

Now it seems that the formatting of the source string is not reflected, resulting in markdown-style plaintext.

The reason I wanted to use this feature was that I wanted to use this macro to send a public reply after I had my boss check my answers once.

I think it was possible in the past, but it seems that Agent Workspace can no longer do it.

@Amisha Sharma wrote 'We're currently thinking through solutions to make it easier to copy content from internal notes to public reply.'

There seems to be no update at this time...

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ref1: https://support.zendesk.com/hc/en-us/community/posts/4487359529754-Agent-Workspace-Keep-content-from-internal-note-if-changing-to-public-reply

ref2: https://support.zendesk.com/hc/en-us/community/posts/4409222717722-Zendesk-s-New-Interface-Agent-Workspace-Internal-Note-vs-Public-Reply-

Amisha Sharma

Hi, Are there any updates on the below?

"We're currently thinking through solutions to make it easier to copy content from internal notes to public reply."

I have already tried to use macro with "ticket.latest_comment" but in public reply input form the latest comment without richtext(markdown) format and newline character appeared.