WYSIWYG Editor for Support Tickets

O

Omar

New Member
Dear CE Team,

I propose introducing a WYSIWYG editor to our support ticketing system to improve the efficiency and quality of our customer support. This tool would simplify ticket submission for clients and enhance response effectiveness for support agents.

The WYSIWYG editor right here looks great and is easy to read.

Client Benefits:
  • Intuitive formatting tools for clearer issue descriptions.
  • Ability to include visuals, leading to fewer misunderstandings.
Agent Benefits:
  • Faster issue comprehension and resolution.
  • Professional, consistent, and enriched responses with embedded media.
Shared Advantages:
  • Decreased resolution times and improved satisfaction rates.
  • Enhanced documentation for future reference and training.
Implementing a WYSIWYG editor promises a streamlined, user-friendly support process that benefits all parties involved.

I appreciate your attention to this request and hopefully can be implemented in the coming releases.

Very much appreciated.
Omar
 
Upvote 3 Downvote
Bumping up. I'm surprised this isn't getting as much traction. Is everyone ok with the support system as it is without a WYSIWYG editor?
 
This will be something that we look into during our 7.x release schedule, once the admin panel rewrite has been completed.
 
For us, we really like the Markdown editor in WHMCS. We really don't need html stuffed ticket submissions, but the ability to highlight code blocks and blockqotes, together with just basic bold/italic/underline/list is great and likely avoids a lot of vulnerabilities from allowing html.
 
I hardly believe the basics of bold, italic, underline, lists to name a few is going to be a vulnerability issue. Maybe back in the 90s, yes, I can certainly see adding these basic html tags being an issue, but not today!

I'm not asking for the system to have embeds, JavaScript, PHP etc. These are basic things that most helpdesk systems have.

Perhaps if CE allows a toggle in the system for those of us who want to use it. For those who don't want it, then don't toggle it on.
 
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