Markdown for customers

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71 댓글

  • Andrew Fleming
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    We also provide support for a technical service which means all our clients are comfortable with and expect markdown. They are surprised when they see agent replies using markdown but are unable to use it themselves.

    We see 1200+ tickets a month, generating over 10k agent touches. I'd estimate over 95% of those agent touches uses markdown to format links, lists, quotes, code blocks, images etc. It is clear markdown is helpful, so please make it available to those we're trying to help the most. Helping our clients is the reason we use Zendesk.

    The most common reply we see from our clients is the formatting around code blocks or mono-spaced text. They continue to use markdown in their replies even after they've seen Zendesk not render it for them. I assume they have keyboard shortcuts and ingrained muscle memory for this stuff the same as I do.

    The fact that markdown is enabled for agents but not users is the most confusing aspect of this. 

    2
  • Marcel Schader
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    Adding my voice here as well, since we also mainly provide technical support for developers. A shame, that Freshdesk is offering this out of the box and Zendesk still is not, especially after so many years.

    1
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Thanks for the additional comments, Andrew and Marcel. 

    0
  • Edwin Yeoh
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    I'm amazed that this is coming up on 4 years and this pain point hasn't been addressed with the number of upvotes and comments that it's generated. Then again, I think if I had a dollar for every time I saw a product or feature request for something I needed/would make my life easier, I'd probably have earned enough to pay a team to implement said features.

    Jokes aside, it's a pain point for anyone in the technology sector. Copying and pasting logs without the ability to format them from a customer perspective is difficult. We deal with customers who are overseas and often have to submit logs or commands that they have run back to us, and markdown would help solve some of the issues when we can identify that they've used a backtick instead of a single quote, or a smart quote because it's been copied and pasted incorrectly.

    Just as a metric for us, in the last 30 days, we've serviced 530 tickets. Of those tickets, 45% of them could have been solved sooner if our customers have access to Markdown the same way our agents have access, and it certainly isn't as dangerous as allowing HTML formatting in the tickets.

    Of the 212 tickets, there would have been less confusion if 194 of those tickets allowed the customers to use markdown. Having said that, it's just as annoying not being able to submit formatted text directly to Zendesk when I open a ticket to you guys either.

    1
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Thanks for the detailed feedback, Edwin. That kind of information is helpful.

    I know it's frustrating to see things linger like this. We receive hundreds of feedback requests every month, but we can only develop a few dozen things each quarter. There are a huge number of requests - like this one - that are good ideas and that we'd love to build, but it simply hasn't fit with the other things we're working on or need to put our resources into.

    I've continued to share this thread with the product team, and they've continued to say that they see the value of this request and it's something they hope to get to at some point, but that it hasn't made the cut for the current round of work, which is focused on the agent interface and workflow rather than end-user features.

    -1
  • Kami Olszewski
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    Nicole,

    Are you saying that Product team sees value in adding markdown functionality for customers and have accepted it onto the roadmap for new features?   But it just didn't make the cut for the current release?  If that is the case, can you tell us when the Product team anticipates working on it? 

    Like many others on this thread, our engineers rely heavily on markdown on the agent side and our customers would greatly appreciate getting markdown.

    0
  • Marcel Schader
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    Are you saying that Product team sees value in adding markdown functionality for customers and have accepted it onto the roadmap for new features?   But it just didn't make the cut for the current release?  If that is the case, can you tell us when the Product team anticipates working on it? 

    @Nicole: Indeed, even the roughest ETA from your development team would already be greatly appreciated. Anything else than waiting for 4 years.

    0
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Hi Kami and Marcel - 

    I'm sorry, we do not have any kind of an ETA on this request. 

    The product team isn't at the point of saying "no we will not do this" but they also haven't said "yes we definitely will and here's when." The answer at the moment is simply that its a sensible request that they see value in, but at the moment (and consistently for the last several quarters) there are more pressing things that have been prioritized for development. 

    I know that's probably not the answer you were hoping for, but it is the current state of this request. We'll continue to allow users to vote and comment, and if a final decision is made one way or another on this request, we'll be sure to update you.  

    -1
  • Francis Rouleau
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    I can't believe all competitor do offer markdown and you still don't. It's ridiculous, it's like selling Microsoft Word without any toolbar.

    For the last year i have been posting google doc link to in my issues in the zen desk of my support company as it's hell on earth working with code in such a hostile environment.

    The whole goal of the software is to communicate information easily and accurately and it doesn't even do that.

    0
  • Vladimir Gurevich
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    "The answer at the moment is simply that its a sensible request that they see value in, but at the moment (and consistently for the last several quarters) there are more pressing things that have been prioritized for development."

    Zendesk Team -- Redefining what "the moment" means. :)

    1
  • Josh Lukins
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    It is pretty embarrassing for Zendesk not to provide this functionality for our customers. This is frequently requested to us.

    0

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