Need feedback on the release of a Markdown enhancement in Agent Workspace

Hello Tommy (Anatolii Binkovskyi) - Your account should have received the update by now. Are you still looking for the code of inline images?

1264663901569 Thanks to you and the team for rolling this out. I've tested on our end and it appears to be working well.

1264663901569 How the code will look like for inline images? Also, how can we tell when our account will receive this update? 

Hello all,

I've some great news!

We're currently rolling out another markdown improvement: supporting markdown syntax for inline images and links. :) 

The rollout is happening incrementally, we are hoping to complete the rollout by end of this week. Please do let us know your feedback. Thanks!

Thanks for the feedback! Glad to know it is working better now. :)

Thank you 1264663901569, I've tested a few paths and all seem to be OK, this has resolved a huge blocker for us (and many others).

For adding images into the flow, I was able to get  to work when using a snippet, but copy/pasting the image from disk to the webform worked just as well and will likely be the path I recommend.

I'll take this back internally and discuss with our teams about our next steps in moving to AW. I expect we'll do further internal testing and need to change some of our workflows, but I think we're on a much brighter path to success than we were before.

1264663901569 YES! Thank you, this looks much better now 😍

Hello everyone!

Thanks for your engagement on this post.

We're excited to announce that we've recently released a fix for the issue where line breaks were not respected when copying plaintext and pasting into our composer. It'll be super helpful if you can provide us feedback if it's working as expected now? Thanks! 

1264663901569 re: When we treat a text as markdown syntax, it is markdown's nature to not respect line breaks and currently, there isn't a way to modify this behavior. 

That's fine for single line breaks, but where Zendesk's composer differs is that markdown's nature is to treat blank lines as a new paragraph. Instead, we get all lines squished together. This is definitely a bug with whatever is powering your editor ☹️ Having just upgraded to Agent Workspace, has introduced headaches for our engineers. 

I was going to share some screenshots for comparison but adding images to comments looks to be broken right now. You can see the difference when you add blank lines to the markdown dingus https://daringfireball.net/projects/markdown/dingus and compare the same text in a Zendesk comment.

1264663901569 - Thanks for confirming the code blocks spacing issue has been resolved. I can confirm through testing:

The ability to support new lines via markdown is still an issue for us. If I do a CMD+SHIFT+V then the spacing is preserved but all other formatting is lost:

Some of our team also use text snippets to build out the base of their message, for example:

Hi {{ticket.requester.first_name}},

{Curser-Position-Automatically-Moves-Here}

Thanks,
Anthony

But when attempting to use this in AW it doesn't work due to lack of line break support:

There will be more examples of this use-case across the team, but I think this covers the majority.

The other issue with typing the command to insert image is currently not supported by the technology we use to power our editor. We are following up with them to include this in the supported commands and will update you once we make progress on this one. 

What's the editor name? Is there an issue that can be upvoted on their GitHub/GitLab page?