After using Freshdesk for a while, I'm quite disappointed to find that the available text editor and the text formatting ( at least for the Agent interface ) is inferior compared to many other available text editors from other competitors ( namely Kayako, Zendesk, etc. ).
There have been some similar feature requests in the forum, e.g.:
Markdown Support for all areas in Freshdesk
Code block formatting doesn't work in "Agent" View
While the Redactor Editor is robust and provides a lot of formatting features that are easy to use for non tech savvy users, it slows down users(especially agents) who are used to the system for trying to format the message, since you have to click multiple times instead of simply typing it. Adding markdown support would save users who can use it a lot of time if it's available.
I just wrote an userscript to parse the message with Marked, and I was quite disappointed to find out that Freshdesk doesn't even have proper styling for some common elements ( e.g. pre, code, table ) and you would probably need to upgrade your plan to at least the 3rd Tier ( Garden ) just to add custom stylesheet to properly format these elements in the Web Interface.
This is quite frustrating, as I have to accommodate by not using any formatting at all, since it is slow if not impossible to do. The main problem I am having is the lack of code highlighting support for non-solution messages. Please style pre and code elements and add it to the editor.
tl;dr please add code styling to normal non solution messages and prioritize markdown support.
