James

Last update was a few weeks ago. In essence Zendesk isn't going to do anything to fix this. They also refused to provide a downgrade option for CKEditor which would act as a workaround.

Looks like the best we can hope for is for CKEditor to come up with a fix and then pray Zendesk picks up the update in a timely manner.

If you have a GitHub account it might help to give a thumbs up to the issue thread, or submit a 'me too' post - just so they know it's affecting many users.

Some of us are also tracking this issue here.

https://support.zendesk.com/hc/en-us/community/posts/5401996043162-Mac-OS-text-replacements-shortcuts-not-working-in-latest-update-

Also seeing this issue.

~45% CPU and 2.5GB of memory after about 15 minutes of usage.

M1 Mac w/ macOS 13.2.1

This can't be normal, right?

 

I received another update from them, and it seems like they found the actual issue.

I've just heard back from the team and according to them, this is a known bug with the current/latest versions of CKeditor 5. 

Currently, it works with Chrome but it doesn't work with Safari. On the bright side, previous versions didn't work with multiline text expansion while now this works but only in Chrome. 

In a few quick tests, text replacements sort of work in Chrome but autocorrect is still totally broken. Both are working when I post here in the Community, so I'm certain it's not an issue with Safari or macOS.

I also found this issue on Github which seems to match up with what they are saying.

https://github.com/ckeditor/ckeditor5/issues/13428

I've asked them if there's a way to downgrade to the last working version of CKeditor, and am awaiting a response.

Got a response today, and I feel like we're going backwards. 🤦‍♂️

I've received an update from our product experts and according to them, since the MacOS spellchecker is a feature outside of Zendesk, permissions and settings aren't set within Zendesk.

What we'd recommend is having the agents check their browser extension settings, browser or OS updates if available, or even reinstalling the extension if they are using one. 

We also suggest that you reach out to Mac OS support to assist you further with the spell check configuration of MacOS as this is working with the customer's computer but not for others.

If it works in all other areas, including community replies here and the customer facing ticket interface (what I used to write to them about the actual issue) it's not a problem with macOS or the browser. 

I raised a ticket with support and was able to get a reply.

Apologies for any inconvenience caused. Upon checking, our product development team has been made aware of this issue but is unable to offer a target date for resolution at this time. 

We encourage you to follow Zendesk's release notes here (https://support.zendesk.com/hc/en-us/sections/4405298847002-Release-Notes) to receive notifications for enhancements and fixes as they are released and appreciate your patience!

I guess it's good they are aware of the problem, but the fact there's no ETA for something they broke isn't very encouraging.

If you haven't already, I would encourage everyone to open their own ticket with support - just so they know how big of an issue this is.

Confirming this is broken in both Safari and Brave running on macOS 13.2.1.

Note: The feature works fine when replying here in the Community, just not in the agent interface.