Mikhail Filimonov

BTW please exclude our account from the migration to new Agent Workspace (i was not able to do that via your support channels)

So IMHO ideal solution is to store extra field 'message_format' with html by default, and markdown on demand. Give users a choice what to use. If format is markdown - render it when is viewed / send to emails etc.

IMHO ideal markdown editor is the one in github issues.

I think that the best option is to store markdown as entered, rendering to html happens only when comment is viewed. It can also be acceptable to make conversion at the moment of posting comment (but it is worse, because once you do a conversion you can't get markdown from that back). If raw markdown is stored it is possible to  render it differently for different goals / themes / target, and reuse it in many different ways. 

So i can see following requirement here:

* Provide source code alike editor, without live preview, but with preview on demand.
* three tildes code blocks with support of all popular programming language syntax
* ability to extract the posted earlier comments in markdown (needed for example to copy the answer between tickets, and to fill external knowledge base with markdown backend)
* ability to attach files and images by drag and drop or copy and paste (check markdown editor in github)
* support the same markdown editor possibilities in the support portal (our customers often ask about that)
* ability to get the 'raw' message in the markdown format via Zendesk API call

After switching from Standard Agent Interface to Agent Workspace the full support of raw Markdown disappeared together with the Preview button :(

Markdown is a 'must have' feature in 2022, replacing it with some Markdown-alike 'shortcuts' in the WYSIWYG editor is not an improvement for sure.

We do support when we need to share/reuse code fragments often. The WYSIWYG editor is super unhandy for that.

Yes, when I type the answer inside the Zendesk editor I can use usual Markdown shortcuts, but I can't copy & paste fragments of Markdown anymore, I need to recover the formatting every time manually when I put copy text from/to zendesk editor - it doesn't preserve the important things like code blocks, but it preserves silly things, like the font color/background color.

Related:

https://support.zendesk.com/hc/en-us/community/posts/4408868380058-Feature-request-Edit-in-raw-markdown

https://support.zendesk.com/hc/en-us/community/posts/4408868175514-Agent-workspace-lacks-preview-for-Liquid-Markup

https://support.zendesk.com/hc/en-us/articles/4410679020826-Announcing-composer-migration-for-the-Zendesk-standard-agent-interface

https://support.zendesk.com/hc/en-us/community/posts/4408860808346-Copy-Paste-Stripping-Characters-in-Agent-Workspace

It seems like after that change the raw Markdown support disappeared after switching from Standard Agent Interface to Agent Workspace :( Now it only some Markdown-compatible shortcuts in the WYSIWYG editor.

https://support.zendesk.com/hc/en-us/community/posts/4418873093018-Raw-Markdown-support-in-Agent-workspace