Nnicolau

Hello,

The stripped down version of TinyMCE available within the Zendesk Guide, is rather underwhelming.

Looking at the comments that have been shared on this post since creation, does not seem that much progress has been made.

Is there a plan to address the lack of functionality of the text editor within the Guide anytime soon?

Hi Nicole,

Please feel free to read my previous post/comment. Should you require a more "hands on" overview of a case scenario, we have the "hijack account" function available for ZD Support Staff. 

Let me know if you want to take a look, so, you or somebody from your team can take a look into that and see how we were forced to use a workaround with triggers to track additional statuses: "Reopened" and "Info given", with tags. It's a rather dissatisfactory solution, but that's what we came up to, so we can get the job done, for tracking and reporting.

Flexibility on statuses + allow status renaming would be greatly appreciated.

Regards, 

I'd like too custom Statuses. We have to use as workaround triggers and tags. Rather ugly for agents and makes reporting not so great:

• New // 1st time end-user contact Support on specific ticket
• Cancelled // End-user has a change of mind and cancels the ticket by himself on front-end
• Resolved //Agent replies to ticket, sets status as solved, no more actions needed.
• Reopened //End-user not satisfied with Support's answer (Ticket set as Resolved), so, reopens ticket
• Need More Info // Support side, we need more data from end-user. In ZD, you call this "Pending" so far.
• On-Hold //Support side, Agent puts ticket on hold until we have more info to provide to end-user.
• Closed // Either Support (manually, we use a tag+trigger, rather "ugly" workaround) or end-user on front end close the ticket.

ZD needs quite a bit more flexibility in this regard. For small companies, the current ZD options may be ok. For big companies, current statuses offered are not enough. Looking on the comments from other folks in this post, we're all in pain over this sad restriction.

Agreed! Allow custom themes per staff. Some folk prefer darker interfaces, less eye straining