Markdown for customers
Let customers respond to tickets using Markdown, so they can inline code, command line input and output, and format their responses efficiently and effectively using plain text.
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It is unfortunate that we lost access to this community feature request because there were so many contributors who provided use cases and justifications to why customers need markdown. It is vital that our support engineers have markdown to communicate to our customers and we get asked on a regular basis by our customers to have markdown for their replies. It is a poor customer experience for them to not have the same tools to communicate with us.
Requesting this be added to the roadmap for feature development
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It's very disappointing when customers who do take the trouble to carefully format their replies, including inline code snippets and logs, only have their effort quashed by Zendesk. We use the "View original email" feature, but that doesn't help if the customer is using the service portal.
It's also a major driver to why attachments are so popular, and they shouldn't need to be, especially if only a few dozen lines are necessary.
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It's super confusing for me as a (technical) end-user to not have Markdown available.
It usually goes like this:
I open a ticket, where I need to include a code snippet. Since Markdown support is ubiquitous these days, I wrap my code in a Markdown code block without giving it a second thought.
After submit, I realize that the formatting is not picked up. Sucks.The support agent responds with another code snippet, but now perfectly formatted. WTH?
I've asked myself probably a hundred times what I'm doing wrong over the last years before I ended up on this page here...
(Side note: Support teams using Zendesk are not always aware that this is not available to end-users, adding to the confusion)
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Please for all that is holy allow customers to use formatting.
Formatting helps customers such as myself document reported issues. I'm trying to describe very arcane issues to GitHub Enterprise Support with images, code, etc. and my descriptions become gibberish as the formatting is ignored.
What exactly is the reason for NOT permitting customers to use Markdown formatting in their posts?
Is the fear that customers will use some weird character and all of a sudden things get messed up? If so, then don't make Markdown default enabled for customers; have it as a checkbox for "allow Markdown formatting"
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What a nightmare it is to receive a response from a customer containing an unformated `.yaml` config file that you have to read and make sense of.
Please implement this functionality! It comes up a looot with our customers.
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Hi,
Was there any progress made on this? I can't see why this is such a hard issue. Markdown support is already available for agents, we only need a feature flag to turn it on/off for customers.
Matthias
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The top Google search result for zendesk markdown for customers is a URL to a community page that returns an authorization error: https://support.zendesk.com/hc/en-us/community/posts/203446748-Markdown-for-customers
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That would definitely help, Nicole! Thank you. The ideal resolution would be if Markdown support for customer input made it onto product roadmap.
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Any progress on this by any chance?
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This request was never "dormant", customers always need this, they've been asking for years. But it seems to be a very difficult task for Zendesk's team.
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Hi Garrett -
Thanks for that feedback; I wasn't aware that customers were using feedback posts in that way. It's a good call out.
We're working on publishing an article about this request, which you would be able to then point customers to. I'll share that here once we have it up. Do you think that would suffice? -
Zendesk, any update on this?
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This needs to be implemented urgently. I don't understand why a basic requirement like this would need a feature request tbh.
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Zendesk, as a customer of HashiCorp who utilizes Zendesk for customer support tickets, it's very difficult and frustrating not having ability to use some sort of markdown to format code. Any interaction with support is a lot less efficient. Readability suffers. Please fix this.
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Are there any plans to add this functionality? We have customers asking us to switch ticketing systems because this is missing. This is an urgent need for us.
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I wonder: is this issue a showcase how Zendesk recommends it's product to be used?
Since it's original creation, Zendesk staff has only weighed in twice and never commented again.Is this a feature that will never be implemented?
Then maybe this should be explicitly stated, ideally also giving the rationale.
Otherwise it invites a less charitable interpretation that is "we don't care about our customers' clients and haven't received sufficient pushback to change that stance" -- meanwhile, this issue stays available because hiding it wouldn't improve the situation either, as has been discussed at the start of this multi-year discussion that is a shadow of the original multi-year thread on an older feedback forum that is no longer accessible.
And if Zendesk showcases it's product as a place to park issues so they can be left to languish, I don't know what this says about Zendesk as a whole.
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Thanks, Nicole. The community thread was a useful resource when our customers would push back on us to implement Markdown support for them — having it publicly available was in lieu of something more permanent from Zendesk that could explain why we're not allowed to provide Markdown functionality on our own.
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How is this **still** not implemented? If there's markdown for support agents, there should also be markdown for customers.
If you need help implementing it, we're available for hire, just send an email.
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We understand that you had important things to do -- but while you're waiting for the count to finish, couldn't you quickly enable markdown for customers, too? At least for those of your who sell to other businesses employing programmers who need to discuss actual code examples with their suppliers?
Pretty Please?
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Please, please, pretty please, I have asked in the other thread that was closed, and I am asking again.
Same as previous answers, tech BtoB providers needs markdown for their users.
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Zendesk, any update on this?
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Clearly, the reaction on this issue is driven by Zendesk's vision to make Customer Support easier.
Seems the easiest is to simply ignore the Customer.
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I would also like to see this implemented.
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Please implement this feature, Zendesk. Not having this basic functionality is making us look bad to our customers and having to explain that they cannot use Markdown while we can is very unpleasant. Replying via e-mail with lots of formatting works fine, but we want our customers to actually *use* our Support Portal.
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Alexey Krasnichenko -- it got rid of our problem; our ability to report problems and get solutions for them was seriously hampered by their bug reporting system's inability to properly communicate our issues. And I feel it's disingenuous to say that a vendor has no say about the suppliers they use.
All this was only meant to illustrate that Zendesk should probably just admit that their target market is not software developers who sell to software developers. This issue has been open for years now and it's extremely frustrating to see that it's basically being ignored. To me, it looks like Zendesk is basically showing off how it's meant to be used here: a convenient medium to ignore customers.
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Hi, our agents when they create a ticket and use the bold, etc from formatting ticket, it is sent with markdowns to the client: bold with ** and so on. Checked on Gmail and Yahoo as well. How could we solve this? Thanks!
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I work with technical customers and having this feature would help diagnose issues where yaml is involved.
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Reviving the previous thread would be a good thing as the need to improve ticketing system from the customer's side is also a vital part of the proper communication between our agents and customers.
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Harald Niesche this is not a solution - to quit vedor for something they are not in charge of. With all due respect it's like to quit drinking coffee because you don't like the mugs available.
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Hello Zendesk,
I wanted to raise end users' unavailability to use markdown in tickets. This is a critical feature to many of your clients since any software company that uses your tools need to have proper formatting of the ticket contents by the end user. Receiving tickets from clients containing code, logs, a list of steps, or even bullet points makes the ticket content hard to read.
Could you please share if there is a specific reason you do not consider implementing this?
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