MarkdownとHTMLはZendesk Supportのどこで使用できますか?



編集日時:2025年1月15日


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Did some more testing and was able to get this to work if placed inside of Dynamic Content, but that seems like an additional unnecessary step considering it used to work if I directly wrote the HTML.  Still curious if there is a way to get this to work directly.

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I'm trying to add a HTML link to my email notification but it keeps sending raw text.  I have configured this in the past, but now it's not working.  Is there some setting that controls whether this is allowed, or has something changed in Zendesk recently to disallow HTML links?  I have also tried markdown and it is the plain text as well.

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Hello there, 
 
To incorporate hyperlinks into notifications sent through automations, you can use the following HTML format:

<p>Thank you for reaching out! Please visit our <a href="link URL">text</a> for more information.</p>

Hope this proves helpful! :)

Best,

Kuldeep

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We're sending out notification emails via proactive tickets using the API (Tray). We need to include both hyperlinks as well as images. The ticket creation API call included a comment where I initially tested with both HTML and markdown in the body of the comment using both the raw text and the placeholder approaches.

In email triggers, with raw text in the trigger email body, I got the HTML link to work but was unable to get markdown or HTML image to work. I was able to get markdown to work using placeholders and the comment from the API call. I used ticket.latest_comment_html to pull the data into the body of the email trigger (the others work too but I didn't want to insert the comment author and timestamp info).

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Oh yes, thanks for this! I kinda realised I double-posted this: https://support.zendesk.com/hc/en-us/articles/4408846544922/comments/4700446627226, sorry about that.

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Hi Hrishikesh -
 
Welcome to the community! You should be able to use HTML when creating tickets via the API. To submit a ticket with HTML data in a comment, use html_body instead of body in your request. HTML data is stripped out of the request if you use body. For more information, see our documentation on the Create Ticket endpoint. 

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Is there any way to use Markdown or HTML when creating or updating tickets via API? I was looking into options for creating a custom "support centre" for our helpdesk, and would love to add some basic text formatting options. Based on this, API should be able to accept Markdown if not HTML. It's obviously not an official answer, but that made me hopeful.

I tried using HTML directly as well as Markdown as per the syntax here, but it appears to create tickets with plain text.

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Hi Andriy,


We had the same problem and Zendesk support helped us a lot.
As they have mentioned, you will need to add Liquid code to the dynamic content for the HTML to render correctly. Liquid code is needed in the DC because our system uses a different rendering engine.
 
With that being said you can use the following code and it will render the HTML as intended. 
For example, just add {{‘Some text’}} at the beginning of your Dynamic content and it will work.


Best,
Yurii.

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  • Dynamic content (HTML is not supported when using dynamic content in triggers or automations)

 

When can we expect HTML support for dynamic content in triggers and automations?

Thank you

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Hi Chris! 
 
Welcome to the community! Yes, you can use HTML in the body of trigger email notifications.

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