Formatting Options for Agents - Frequently asked questions
Frequently asked questions
How can agents format text in Zendesk tickets?
Agents can format text in Zendesk tickets using a rich content editor called CKEditor. This editor allows agents to apply various formatting options such as bolding, italics, lists, and more, directly from the toolbar or by entering Markdown…
Can I use color text in Zendesk Agent Workspace?
Yes, you can use color text in the Zendesk Agent Workspace, but it needs to be enabled by an admin. By default, color text is turned on, allowing agents to add color text and background color to ticket comments. However, this feature is only…
What are the limitations of the new Zendesk editor?
The new Zendesk editor has some limitations compared to the legacy editors. For instance, rich-content formatting inside code blocks is not supported, and you can't use the down arrow key to escape a code block. Instead, you need to press the…
How do I turn off color text in Zendesk?
To turn off color text in Zendesk, you need to access the Admin Center. Once there, click on Objects and rules in the sidebar, then select Tickets > Settings. In the Comments section, you can deselect the 'Turn on color text' option to disable it….
Why can't I use the Tab key to indent text in Zendesk?
In the new Zendesk editor, the standard method of using the Tab key to indent text is not supported. Instead, you need to use the keyboard shortcut Ctrl+] to indent text. This change can be frustrating for users accustomed to using the Tab key in…
How can I escape a code block in Zendesk's new editor?
To escape a code block in Zendesk's new editor, you need to press the Return key three times. The down arrow key, which might be used in other editors, is not supported for this action in Zendesk. This method is part of the new editor's design,…
Is it possible to disable the new Zendesk editor?
Currently, there is no option to disable the new Zendesk editor either globally or per agent. The new editor combines rich content and markdown formatting options, and it is automatically enabled for all accounts. Some users have expressed a…
How do I enable text formatting for messaging channels in Zendesk?
As of now, text formatting options are not available for messaging channels in Zendesk. While some users have requested this feature, it is not yet implemented for messaging channels like Web SDK and Mobile SDKs. Zendesk is aware of the demand for…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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