Macro: Ability to Change Text Color/Highlight Color
Feature Request Summary:
It would be nice to have the ability to change text color in a macro.
Description/Use Cases:
Agents heavily use macros for standardize responses on a ticket. With Agent workspace now supporting text and highlight colors, the agents would like the ability to update their macros to call out important information using text and highlight colors rather than just bolding the word.
Business impact of limitation or missing feature:
For associate experience, it is just an added benefit and there is no direct business impact. However, this would improve the customer experience as we would be able to call out important information as bolded words are often overlooked and not sought out with priority. (still low priority!)
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+1 to this request!
We're driving agents toward using macros as much as possible, but I don't have the same formatting options in macros as what agents can apply in their tickets.
I'd like to use color text in macros for all the sections of a macro which agents should be editing/customizing themselves. In our macros, the "to be edited" text is easily overlooked by agents in a sea of black text.
We're happy to keep that text in color on the customer's end, as it's typically the most important part of the email for the customer to see anyway.
Ex.:
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I concur that the ability to modify text color within macros would be highly beneficial. We frequently incorporate instructions in our macros for our agents, and it would greatly assist if we could emphasize them by altering the text color or applying background color to the text.
Thank you!
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+1 for this feature request.
The lack of this ability inside the WYSIWYG editor for macro creation (and other parts of Zendesk) means the WYSIWYG editor is not consistent across the entire Zendesk product.
This feature/ability should also be present in the WYSIWYG editor for the following:
- Macros
- Article creation
- Article comments for end-users
- Ticket submission form on the help center for end-users
- Ticket replies for end-users from the help center portal
The lack of consistency makes it hard to color text appropriately when needed in Zendesk.
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