Add formatting (rich text editor) to dynamic content
Not plannedPLEASE VOTE IF YOU NEED FORMATTING IN DYNAMIC CONTENT SECTION
The rich text editor could be available in dynamic content section with the following features:
- Increase/decrease heading style
- Bold
- Italicize
- Bulleted list
- Numbered list
- Decrease paragraph indentation
- Increase paragraph indentation
- Block quote
- Code block
- Code span
- Hyperlink
- Horizontal line
So, the language variants could be formatted with a rich text editor as it is available for macros.
It's understandable that dynamic content features and their placeholders can be used in various environments like in macros, guides, ticket forms, so that might cause an issue.
In this case, it might be smart to have different dynamic content options. For instance, there could be a couple of dynamic content text options:
- Plain text option(current option where no formatting possible)
- Rich text option(formatting is possible, the rich text editor is available)
Why would we need different text option in dynamic content?
- Plain text option- could be used in the environments like guide or ticket forms (where the formatting is not needed or CSS can be applied via custom design option).
- Rich text option -could be used in the macro-environment (It also could be used for automatic initial response where the user could be redirected to guide)
Here is the visual idea of it:
在阿ur personal case:
- Currently, we have around 15 brands in Zendesk, and each brand is going to be served with multiple languages so the formatting is really needed in dynamic content.
- It also would be great to use it in automatic initial response (currently set with triggers, since the formated text in triggers might wouldn't be possible too, then there might be a need to add something as initial response template where formated text could be sent to customers).
Especially painful is not to have bold, bullet, numbered and hyperlink options there and thus we cannot facilitate readability for our end-user. :/
* Automatic initial response stans for notify requester of received request.
Thank you!
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Official comment
Hey All,
I appreciate the detailed feedback and comments here. However, I unfortunately have some bad news, we don't currently plan to build this feature. If we reconsider this for prioritization at a later time, we'll let you know in this thread.
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definitely a great idea - plus one!
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Brilliant post. +100!
Our team currently uses Markdown because it allows formatting in Dynamic Content, but we'd much rather use Rich Content. -
I just wish ZD markdown functioned as described, or like it exists outside of ZD. ZD's implementation of it is extremely buggy and difficult. Rich Text would solve all those issues.
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Hi Zendesk
I've asked for this functionality since 2013. Any news on this?
Thanks, Maria
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@...- Dang, you have me beat by about 4 years. I just don't get how we're supposed to communicate both effectively and professionally with customers all over the world if we can't format our emails in their languages?
But then if we stick with Markdown (as we currently are) we can't take advantage of ZD features like Agent Workspaces which is只有compatible with Rich Text.
It's a very frustrating bind to be in. -
100% agree this is needed
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+1 this is a pretty massive degradation of end-user experience. This is a major hole in your system when converting from unlocalized macros to dynamic content + makes doing it programmatically impossible
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+1 being able to formatting dynamic content is definitely needed
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+1 It would be be nice to hyperlink images as well - without having to use Markdown (host image file somewhere, use markdown syntax, turn of RTF in product, etc etc - yuk!). All throughout the Zendesk products including Support etc (eg: Macros)
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that would help a lot in deed, a +1 for sure!
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That's great to hear@...! Is this something that will be slowly rolled out? I don't see it available on my end.
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@...- Sorry for my earlier comment (now deleted), I was looking at a different part of the product. I've contacted the product manager for this area and I'll see if they can add a response here. Thanks for your engagement on this post & apologies again!
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@...- Any word from the PM?
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@...- Totally understand that y'all have a lot of competing priorities, but I'd also like to underscore that this would absolutely revolutionize localization on Guide articles if entire articles could be formatted within rich text inside dynamic content. Just something to consider.
One other thing: Dynamic content has definitely not been touched in at least four or five years. For something as critical a DC is to growing companies, why does it receive no love? After all these years, we still can't search by thetitleof a DC entry, which is something that should be a part of the MVP of any search engine.
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This would be a lovely feature, and save a lot of time.
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+1
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+1
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Now that markdown bold has suddenly broken in dynamic content, this feature would be even more helpful
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It would be really useful, especially for dynamic contents displayed on support forms when you have checkboxes or field descriptions.
Any existing workaround for that need maybe?
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Atualmente eu tenho alguns campos que estão bloqueados para edição e a visualização fica prejudicada, pois o texto fica bem claro.
Solicito que isso seja priorizado para que os agentes tenha facilidade para visualizar as informações que estão em campos bloqueados para edição.
Obrigado!
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+1
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Another +1. I wanted to use dynamic content to organize our macros and notifications better, but without the ability to hyperlink and have bullets, it's not useful for us. It's unfortunate because this could streamline a lot on the management side for triggers and macros where we currently have duplicates for each language making the lists unnecessarily burdensome.
I hope this is reconsidered as there appears to be high demand for it. -
+1 It seems like Zendesk is missing another key functionality...
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+1
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+1 - even this text box has formatting tools.
It's a desperately needed key function in dynamic content. We want to use it for macros in different languages which include hyperlinks.
Please add this!
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how many +1's do you need to get it on the roadmap?
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+1 :D
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+1
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+1
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35 Comments