Markdown for customers

32 Comentários

  • Garrett Guillotte

    The top Google search result for zendesk markdown for customers is a URL to a community page that returns an authorization error: https://support.zendesk.com/hc/en-us/community/posts/203446748-Markdown-for-customers

    4
  • Kami Olszewski

    It is unfortunate that we lost access to this community feature request because there were so many contributors who provided use cases and justifications to why customers need markdown. It is vital that our support engineers have markdown to communicate to our customers and we get asked on a regular basis by our customers to have markdown for their replies. It is a poor customer experience for them to not have the same tools to communicate with us. 

    Requesting this be added to the roadmap for feature development

    9
  • Nicole Saunders
    Zendesk Community Manager

    The original request for this functionality was archived as no one posted or commented for over a year. 

    We will keep this thread open for users to up vote and add their comments. Our product teams can continue to view the old thread, so that feedback and votes are not lost. 

    Thank you for sharing your feedback!

    -3
  • Garrett Guillotte

    Thanks, Nicole. The community thread was a useful resource when our customers would push back on us to implement Markdown support for them — having it publicly available was in lieu of something more permanent from Zendesk that could explain why we're not allowed to provide Markdown functionality on our own.

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi Garrett - 

    Thanks for that feedback; I wasn't aware that customers were using feedback posts in that way. It's a good call out. 

    We're working on publishing an article about this request, which you would be able to then point customers to. I'll share that here once we have it up. Do you think that would suffice? 

    2
  • Garrett Guillotte

    That would definitely help, Nicole! Thank you. The ideal resolution would be if Markdown support for customer input made it onto product roadmap.

    3
  • Matthias Van Woensel

    Hi,

    Was there any progress made on this? I can't see why this is such a hard issue. Markdown support is already available for agents, we only need a feature flag to turn it on/off for customers.

     

    Matthias

    5
  • John Farrell

    Any progress on this by any chance?

    3
  • Josef Hörandtner

    It's super confusing for me as a (technical) end-user to not have Markdown available.

    It usually goes like this:
    I open a ticket, where I need to include a code snippet. Since Markdown support is ubiquitous these days, I wrap my code in a Markdown code block without giving it a second thought.
    After submit, I realize that the formatting is not picked up. Sucks.

    The support agent responds with another code snippet, but now perfectly formatted. WTH?

    I've asked myself probably a hundred times what I'm doing wrong over the last years before I ended up on this page here...

    (Side note: Support teams using Zendesk are not always aware that this is not available to end-users, adding to the confusion)

    6
  • Diego Ossa

    This request was never "dormant", customers always need this, they've been asking for years. But it seems to be a very difficult task for Zendesk's team.

    3
  • Philip Schlesinger

    Please for all that is holy allow customers to use formatting.

    Formatting helps customers such as myself document reported issues.  I'm trying to describe very arcane issues to GitHub Enterprise Support with images, code, etc. and my descriptions become gibberish as the formatting is ignored.

    What exactly is the reason for NOT permitting customers to use Markdown formatting in their posts?

    Is the fear that customers will use some weird character and all of a sudden things get messed up?  If so, then don't make Markdown default enabled for customers; have it as a checkbox for "allow Markdown formatting"

    6
  • Michael Lockhart

    It's very disappointing when customers who do take the trouble to carefully format their replies, including inline code snippets and logs, only have their effort quashed by Zendesk. We use the "View original email" feature, but that doesn't help if the customer is using the service portal.

    It's also a major driver to why attachments are so popular, and they shouldn't need to be, especially if only a few dozen lines are necessary.

    8
  • Philip Schlesinger

    Zendesk, any update on this?

    2
  • Harald Niesche

    How is this **still** not implemented? If there's markdown for support agents, there should also be markdown for customers.

    If you need help implementing it, we're available for hire, just send an email.

    1
  • Harald Niesche

    We understand that you had important things to do -- but while you're waiting for the count to finish, couldn't you quickly enable markdown for customers, too? At least for those of your who sell to other businesses employing programmers who need to discuss actual code examples with their suppliers?

     

    Pretty Please?

    1
  • Emylou Mavic

    Please, please, pretty please,  I have asked in the other thread that was closed, and I am asking again.

    Same as previous answers, tech BtoB providers needs markdown for their users.

     

    1
  • broke Howard

    Zendesk, any update on this?

    1
  • Nabeel Bilgrami

    This needs to be implemented urgently. I don't understand why a basic requirement like this would need a feature request tbh.

    2
  • Harald Niesche

    Clearly, the reaction on this issue is driven by Zendesk's vision to make Customer Support easier.

    Seems the easiest is to simply ignore the Customer.

    1
  • Daniel Estermann

    I would also like to see this implemented.

    1
  • Pavel Chernikov

    Zendesk, as a customer of HashiCorp who utilizes Zendesk for customer support tickets, it's very difficult and frustrating not having ability to use some sort of markdown to format code. Any interaction with support is a lot less efficient. Readability suffers. Please fix this.

    2
  • Nick Lamb

    Are there any plans to add this functionality? We have customers asking us to switch ticketing systems because this is missing. This is an urgent need for us.

    2
  • Matthias Miltenberger

    Please implement this feature, Zendesk. Not having this basic functionality is making us look bad to our customers and having to explain that they cannot use Markdown while we can is very unpleasant. Replying via e-mail with lots of formatting works fine, but we want our customers to actually *use* our Support Portal.

    1
  • Kate Grechishkina

    What a nightmare it is to receive a response from a customer containing an unformated `.yaml` config file that you have to read and make sense of.

    Please implement this functionality! It comes up a looot with our customers.

    6
  • Ralph Bankston

    I work with technical customers and having this feature would help diagnose issues where yaml is involved.

    0
  • Alexey Krasnichenko

    Reviving the previous thread would be a good thing as the need to improve ticketing system from the customer's side is also a vital part of the proper communication between our agents and customers.

    0
  • Harald Niesche

    We solved the problem; we no longer work with the vendor who was using Zendesk.

    -1
  • Alexey Krasnichenko

    Harald Niesche this is not a solution - to quit vedor for something they are not in charge of. With all due respect it's like to quit drinking coffee because you don't like the mugs available.

    0
  • Harald Niesche

    Alexey Krasnichenko -- it got rid of our problem; our ability to report problems and get solutions for them was seriously hampered by their bug reporting system's inability to properly communicate our issues. And I feel it's disingenuous to say that a vendor has no say about the suppliers they use.

    All this was only meant to illustrate that Zendesk should probably just admit that their target market is not software developers who sell to software developers. This issue has been open for years now and it's extremely frustrating to see that it's basically being ignored. To me, it looks like Zendesk is basically showing off how it's meant to be used here: a convenient medium to ignore customers.

    0
  • Jozsef Hajdu

    Hi, our agents when they create a ticket and use the bold, etc from formatting ticket, it is sent with markdowns to the client: bold with ** and so on. Checked on Gmail and Yahoo as well. How could we solve this? Thanks!

    1

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