Markdown for customers

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71 댓글

  • Craig Willis
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    Count me in for both markdown and the formatting options that are available when posting to the helpdesk. 

    8
  • Victor Casado
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    Yes, I also agree that it would be a really desirable feature to use Markdown for formatting tickets. It will definitely help to better understand tickets and when working on the ticket thread.

    8
  • Keith
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    This seems simple enough to add! Let's make it happen guys!

    4
  • Nicolas Sabena
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    A big +1 here! Most of our customers are already familiar with markdown, and a formatted message really helps to understand tickets.

    We get questions from customers in our own UI, were we already provide a markdown editor, but the API won't take MD from customers.

     

    3
  • Nick Lamb
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    We just had a customer ask about this. It would be really nice to allow for customers to use markdown as well. For similar reasons as above. As a technical support team, we often get code snippets, sql output and other items that get totally fubar w/o formatting. If a customer uses the web portal there is no "view original" so we're left making request to have things included as a file which is no fun for anyone.

    4
  • Michael
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    bump.  This would be a nice feature.  Any progress on this?

    3
  • Bryan Mason
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    Second bump. Also a nice feature our customers have requested.

    3
  • Valentin Aitken
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    +1 We also get code snippets from customers.

    2
  • Lester
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    +1 from me too.

    RTF would be even better.

    3
  • Brian Sylvester
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    +1 as well. Was just asked about this today. My customer said it would allow him to make things more clear, especially with the command line output. 

    2
  • Rick Holzer
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    The macro I have created to cope with this pain point is:

    --------------------------


    * 1) Correct, there is no markdown for end-users (you), only Salt-Support-Agents get to use Mark-Down on our side. Solutions for the preservation of formatting include:

    * A) Use attached text file and limit your inline updates to meta conversation and admining;

    * B) Create a GitHub Issue and put the link in the ticket;

    * C) If the info is private and sensitive, create a [Secret-Gist](https://help.github.com/articles/about-gists/), and put the link in the ticket. --- This is probably the best play.

    -------------------

    I look forward to the resolution of this pain point that creates a good bit of unnecessary chatter / friction with our customers.

     

     

    1
  • Vladimir Gurevich
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    +100 :)

    Can someone from Zendesk explain what's the difficulty here and provide a reasonable timeline?

    Our customers also need to send code and such.

     

    Thanks,
    Vladimir

    2
  • Thomas Phipps
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    +1

     

    Please, add markdown for customers. the amount of time spent trying to decipher a posting from a customer that couldn't use Markdown is way to high. and it is easy to miss things when in a large mess of text. 

    0
  • Nicole - Community Manager
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    At this point in time, this functionality is not planned for development. As you can see, we've seen just fourteen requests in two years, and haven't heard this request very much in other channels. 

    If this is a high priority, I encourage people to continue sharing their detailed use-cases (comments with examples carry more weight than just a vote) and up voting this thread. 

    Thanks as always for your feedback and participation!

     

    -6
  • Vladimir Gurevich
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    I am a little disappointed at this response. 

    The detailed use cases have been outlined by both myself and as well as several other participants, starting with the original submitter. If this is not clear, I'll repeat: it is to allow the customers to provide code and logfile snippets inside the message in a way that allows them to be easily read by the support personnel. This feature is essential for any company that provides support for the engineering teams (as opposed to the non-engineering end-users), although even in the latter case i do see the usefulness of that feature.

    I do not know what's your threshold for implementing the request, but I think that 14 messages simply represent the tip of the iceberg, specifically the customers who do care about their customers and are vocal enough to write here. 

    We all understand that you do have all the necessary infrastructure to implement this. You already store the text properly, you do have markdown editor, etc. It would probably take less time that what we already collectively spent asking for this feature. The response shows that you (Zendesk) do not care.

    We will certainly keep this in mind going forward.

    Thanks,
    Vladimir

    3
  • Rick Holzer
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    I have to agree with Vladimir. We are just the ones that have spoken where the pain is acute.

    To be noted, ZD is a great product that generally makes my like very easy.

    That being said, this lack of Mark-Down for my customers is the top reason that I continue to be open to solicitations from alternative vendors.

    Thank you for your time.

     

    Regards,

    Rick

    2
  • Harry Reiss
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    What is the downside for Zendesk to add markdown support for customers? As it is implemented already for agents, enabling it for customers would presumably not be significant work, but but add great value for Zendesk users whose product involves customer application support. It seems an odd decision.

    Thanks

    Harry

    2
  • Rick Holzer
    댓글 작업 고유 링크

    Agreed.

    * Everyone that has taken the time to comment on this thread have clear and pressing need;

    * All of us see very little barrier to delivery;

    * ZenDesk has provided nothing but an opaque "No".

    ----------

    * Is there a technical barrier?

    * Or is this a resource prioritization / business decision?

    Respectfully,
    Rick

    0
  • Nicole - Community Manager
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    Hey Rick - 

    To date we haven't seen a huge need for this with a significant number of customers to date, so I guess you could call it a resource prioritization decision. 

    That being said, this is something that the product team is exploring and re-evaluating to see if that need has increased and if it's something we should allocate resources to in the not-so-distant future. 

    So to that end, I encourage you all to continue sharing your detailed use cases as well as the scope of the impact - why do you need this? How would you use it? How frequently and with how many users or on how many tickets per day/week/month? 

    The Product manager for  this area is also now following the thread, and will weigh in or give me updates to share if and when there's news on this topic. 

    -2
  • Nick Lamb
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    This is still super painful for us. We support a technical product that often requires log and/or sql snippets from customers. They've actually tried to use markdown to send us data, but as we all know it doesn't work. To make things worse, if they use the web to submit, we get a left justified unreadable mess and can't look at "show original email", the ugly workaround of the pre-html reading past.

    tldr; We really need this to properly support our customers who are technical enough to use markdown in their requests and updates to us.

    2
  • Nick Lamb
    댓글 작업 고유 링크

    As far as frequency: This is once per customer, and then we tell them it isn't possible and they just send us attachments instead.

    0
  • Vladimir Gurevich
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    Nicole,

    Did you happen to notice that in this forum we are allowed to use at least some primitive markdown? How come? 

    1. Isn't that an indication that you can easily do it?
    • Do you seriously need numbers to make a decision???

    If that helps, I can setup a cron job to send here messages weekly....

    1
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Nick - 

    Thanks for the details. Very helpful information for our Pms to understand the need. 

     

    Vladimir - 

    Zendesk Community and Zendesk Support are built on completely separate platforms that do not have feature parity. 

    Frequency and scope of impact is one of many significant data points that the Product Managers take into consideration, which is why we ask. Number of customers impacted is also a factor; we have about 250 active feedback threads in the community at the moment. So as we prioritize things for users, we have to look at what impacts the largest number of them and how much. 

    Please note: any thread we suspect is being boosted by a bot or other means will be closed and removed. 

    As I mentioned before, this is something that the product team is considering. Detailed use cases continue to be helpful so please keep sharing. 

     

    0
  • Michael
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    To add to the chorus,

    We also support a technical product that requires code snippets frequently in both questions (from end users) and in responses from agents.  

    To not have some form of markup or code blocking makes our community look foolish, as it is expected behavior.

    Also - @Nicole, thanks for the explanation that Support and Community are built on different platforms.  That's something that was confusing me as well, so is helpful to understand.

    0
  • Michael Goldman
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    Nicole,

    We build and support open-source software. One of the complexities of the open source nature, is the sharing of code snippets between our customers / partners / developers / and support agents.

    We have heard multiple times from multiples of our customers for the need to submit text in code blocks to us. This is a cruicial need and one where we need to explore the options for us. Markup is definitely one way to get there.

    Thanks!

    0
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Thanks for the detailed feedback, Michael and Michael! 

    1
  • Harry Reiss
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    Our customers write application code on a platform we supply to them, and when they raise issues we routinely ask them for code samples, so we can reproduce their issues. I cannot believe this is unusual.

    One patient customer painstakingly indents his code with periods / full stops so it is more readable for us, to workaround the inexplicable selective availability of Markdown in Zendesk.

    1
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Thank you for sharing, Harry. 

    0
  • Rick Holzer
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    Nicole,

    It is appreciated that you are engaging with us.

    That being said... your kind words do not address the pain.

     

    My guess current best guess for why ZD will not take action on this issue is the following Arm-Chair-Quarterbacking:

    * A) Most of ZD's customer base are User Level apps where a the customers are asking "where do I click", "how much will it cost" and have no idea what a code snippet is.

    * B) Only a very small set of ZD's customer base has a customer base of their own that necessarily communicates in code (python, Java, Jinja, ect.)


    Group-A pays your bonus and is your growth, while Group -B ---- well --- we are deeply appreciated (thus your talking with us)... but not enough for ZD-Prod-Mgmt to bite the bullet and Roadmap Development dollars --- making the investment for so little return.

    -------

    Further, the hooks are set... I LOVE ZD... it makes my like very, very, very easy. I am nimble and light and efficient without needing to know much of nothing about nothing other than how to think logically and manage customer expectations... (I have a degree in History thank you.).

     

    *** But the PAIN of having to explain to EACH and EVERY one of my customers that only I can do Markdown and they cannot.... (I have multiple Macros to deal with this ad nauseam daily conversation) ... kills me.

    **** Further, my customers (Banks, Healthcare, Government, Higher Ed --- Makers of Products that I guarantee that you use daily)....

    All of my customer base is shocked and appalled that we use a Ticketing Solution that does not offer them markdown..... and ask me ... "Will you please fix this ASAP."

     

    And you know what I tell them ---- "I have been trying to get ZD to fix this for 3 years.... and they won't. Please reach out to them."

    ---------

    * So the good new is ... that ZD rocks.

    * And the bad news is ... that it rocks so well that I am willing to live with this terrible pain point.

    My money says that in a year, I will repost this message that I have take the time out of my day to write.... annually for many years to come.

    --------

    Now... off to send a Marco telling my new customer how they cannot use Markdown because ZenDesk will not address this pain point, despite being aware of it.

    -------

    I am done.
    Good day to you.

    Regards,
    Rick Holzer

    3
  • Michael
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    Hey Nicole, et al.,

    Since i know that money is the key motivator for any feature request (which makes sense - most businesses have to follow this model), it might be worth sharing that we are actively looking at other community options due to this very issue.  If this happens, it will make sense for us to look at other PSA/ticketing tools as well, as integrated community has been one of the key benefits of staying with ZD.

    For any of us in the tech industry, this is a very important piece - that is absolutely expected from our customers.  I hope your product managers are hearing the frustration from us that this has not been addressed.  

    Hope this helps a little...

    3

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