John Gondek

We ran into this same need as well with two different departments that we just turned on to Zendesk.  The color text & highlight options are essential for the same reasons that everyone before me has pointed out.  It's basic 1990's technology that should be there regardless, so asking the questions is like saying why do pencils come with erasers.  Because it sure is easier having that eraser on the end when you need it isn't it!

This is an option we would use daily across both departments.  Some users have even expressed concerns for staying out of Zendesk just because of it, and this will grow among our users for certain. 

The impact for us would be significant because as another stated above, no one wants to read an entire string of run on text when we can simply note the critical points in highlight or colored text, and also helps to quickly sort message strings from different users on the same ticket.

It's an easy win for Zendesk, so make it happen!