Markdown Support for all areas in Freshdesk

Hi Mike

Would it be nice to set up shortcut commands in the existing HTML Editor rather than markdown support ? Say, to bold - ctrl+b or command+b and so on

we were discussing on this and wanted to know if there are specific keys to use

regards

vijay

Hi Vijay, 

The keyboard shortcuts already works here, I just tested it and I'm not sure if this is a recent change. The reason we'd like the Markdown support is because we use it in other places and the ability to paste in our snippets here would skip the process of removing the Markdown syntex. 

Here's a quick use case. To add an image right away, I'd have to press the Image button, go to General and add the URL. With Markdown, all I have to do is type  and be done with it in a second. So, you can see how fast it can be compared to the HTML editor. 

I'd love to see that implemented.

Add another person. Right now I write all solutions in md, then paste the HTML into freshdesk.

We need integration with Markdown as well. The freshdesk rich text editor is breaking formatting so that fixing it takes more time than writing a new article.

It would be really useful in the email notification templates.

At the moment, I struggle to have any control over when a new line creates a <br> instead of a <p>. Markdown handles this kind of thing easily.

Same as Libor. We need integration with Markdown. The fresh desk "rich" text editor is breaking formatting and fixing it takes more time than writing a new article. This is unacceptable. Please add support for markdown. 

Sorry, but I MUST to agree with you "Same as Libor. We need integration with Markdown. The fresh desk "rich" text editor is breaking formatting and fixing it takes more time than writing a new article. This is unacceptable. Please add support for markdown. "

I'd like to also vote for this feature. Another use case is that if I need to translate my message using Google Translate (bit rough but it works), translated version will be plain text so it'll loose all the links, etc. Markdown syntax wouldn't be perfect either but at least the URLs are still pasted as plaintext so they are there.

+1 to this feature as well. Truthfully, I don't even care if it's Markdown flavored... really... text based formatting.

me too, markdown is fantastic! I'm using it on discourse! Please add "Quote reply" function

Again, another one of these great ideas "planned" over three years ago?

Any update? 

Hi everyone,

Thanks for your feedback and reactions.

Markdown is awesome - it fastens up the process and is easier (for common tasks) than conventional text formatting. We couldn't agree more. 

However markdown does have certain limitations (lack of standardisation, unintentional formatting, user reach etc) that makes us slightly apprehensive to include it in Freshdesk. While we definitely can work around the limitations and build fixes, we are not sure if it will justify the effort taken. So between implementing markdown or alternatively, making our existing rich text editor more functional and less error prone, we thought it best to first make our rich text editor more robust. We are also working towards providing more shortcut keys / combinations so the process becomes faster and easier. 

Having said the above, we definitely intend to revisit markdown as a feature sometime in the future - but for now have deferred it. Thank you all for the suggestions and for your understanding.

Just to note that it is relatively simple to include markdown support, even if you were to just do it on the client side without any server notion of it by using one of the many javascript markdown parsers. There is even CommonDown which is now trying to become the standard for markdown syntax.

If it is good enough for companies like Github, I am pretty sure it is good enough for freshdesk.

One other major benefit of using Markdown is that I can write my solutions out before hand in a markdown editor, then just copy and paste the results into the editor and it all works. Whereas currently I have to type it out then go through here doing clunky manual stylings which are far simpler when just done via the markdown syntax. So this increases productivity and improves compatibility.

The current state of the knowledge base is entirely unusable so we had to disable it. If Markdown was supported, we could migrate our entire existing/parallel knowledge base web application into Freshdesk and make life easier for both ourselves and our customers.

There are some very basic libraries that support a large part of Markdown out of the box. In many cases, HTML is downright dangerous in the hands of the creative agent, as you don't want  a Comic Sans 48pt answer to a request. Markdown is a very good solution for structured answering, which is why many (other) helpdesk solutions offer it. Zendesk (the elephant in the forum) has very decent markdown support. Migrating is once again more complex is there is no fix for at last basic Markdown.

Why not have Markdown support an option in the setup of the helpdesk ? Even if it comes with limitations, people would have a choice. 

Of course, 7 months is a long time, and perhaps the light of Markdown has worked its magic. Any plan changes on this ?