• Tony

  • 2022년 09월 01일 10:32

  Hello Zendesk,

  I wanted to raise end users' unavailability to use markdown in tickets. This is a critical feature to many of your clients since any software company that uses your tools need to have proper formatting of the ticket contents by the end user. Receiving tickets from clients containing code, logs, a list of steps, or even bullet points makes the ticket content hard to read.

  Could you please share if there is a specific reason you do not consider implementing this?

• Harald Niesche

  • 2022년 11월 23일 14:40

  I wonder: is this issue a showcase how Zendesk recommends it's product to be used?
  Since it's original creation, Zendesk staff has only weighed in twice and never commented again.

  Is this a feature that will never be implemented?

  Then maybe this should be explicitly stated, ideally also giving the rationale.

  Otherwise it invites a less charitable interpretation that is "we don't care about our customers' clients and haven't received sufficient pushback to change that stance" -- meanwhile, this issue stays available because hiding it wouldn't improve the situation either, as has been discussed at the start of this multi-year discussion that is a shadow of the original multi-year thread on an older feedback forum that is no longer accessible.

  And if Zendesk showcases it's product as a place to park issues so they can be left to languish, I don't know what this says about Zendesk as a whole.

   

• Matthias Miltenberger

  • 2023년 04월 20일 10:11

  Any update on this, Zendesk?

• Philipp Kursawe

  • 2023년 09월 21일 11:15

  Can't believe I had to register here to voice an upvote for this feature. Why isn't this addressed by zendesk? What is the technical problem? Nobody asked for a fully fledged "dynamic" editor like agents have in the dashboard but just treat the issue message as markdown. 

   

• Philipp Kursawe

  • 2023년 09월 21일 11:17

  Come to think of it, maybe a simple Browser extension could solve this problem that a multi-million company can't. I'll put it on my roadmap.

  It would just replace the user sent content with html generated out of the markdown.

• Philipp Kursawe

  • 2023년 09월 21일 19:55
  • 편집된 시간

  Ok, I have written a TamperMonkey script, that displays user issued content as markdown.

  

   

  You can install it from here and try it out.

  https://greasyfork.org/en/scripts/475835-zendesk-user-ticket-markdown

• Tony

  • 2023년 09월 28일 08:25
  • 편집된 시간

  Almost four years and we finally got it - the official markdown in Zendesk for end users!

  Thank you Philipp for sharing with Zendesk how easily this is done.

• Philipp Kursawe

  • 2023년 09월 28일 08:46

  @Tony does it work for you? I have tested it myself and had no other testers so far.

  Of course it would be much easier to implement for zendesk, than this rather ugly hack. What the hack, they make millions a year but are incapable to implement such a simple feature request. But maybe they saw some side-effects this might bring with it, that I fail to see. Who knows.

  Trello is another candidate. For years, could be a decade already, the request to support tables in their markdown renderer for card descriptions remained unheard. But because their layout is more complex (its an editor) its not so easy to patch.

• Tony

  • 2023년 09월 28일 09:00

  It works out of the box with the current Zendesk theme we are using(https://www.zendesk.com/marketplace/themes/83/vertio/?queryID=d5d756be6872d4d2f08ff9d1b676e7b7). I've also tested it myself using a personal account by submitting a ticket with all available markdown options:

  

  (screenshot of the ticket submitting form)

  Additionally, we already have clients that used it in an actual ticket. Thanks to them, I checked it myself; the ticket formatting is much better with the end-user markdown.

  Below is a screenshot of my test ticket to verify this and see it with my own eyes :D

  

   

• Harald Niesche

  • 2023년 09월 28일 09:05

  Hi Philipp, nice work!
  I had a look at your code, and you should add some HTML sanitization, as noted in the marked documentation:
  
  

  Warning: 🚨 Marked does not sanitize the output HTML. Please use a sanitize library, like DOMPurify (recommended), sanitize-html or insane on the output HTML! 🚨

  This might also be the reason why Zendesk don't want to add this feature: if it's not done right they could make it possible or even easy to attack their staff because any valid HTML is also valid Markdown, and your greasemonkey script would take any HTML and insert it into the agent's browsers (via the assignment to innerHTML). Here's a note about that problem on MDN: https://developer.mozilla.org/en-US/docs/Web/API/Element/innerHTML#replacing_the_contents_of_an_element

• Philipp Kursawe

  • 2023년 09월 28일 10:53

  Thanks Harald for brining this up. Version 1.4 has this security issue fixed!

• Philipp Kursawe

  • 2023년 09월 28일 10:54

  Thanks @Tony for confirming it basically works. Happy for your customers. Markdown for the win!

• Harald Niesche

  • 2023년 09월 28일 10:55

  Thanks for the script and for fixing it so quickly, looks great now!

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