A lot of our conversations and tickets are run through email instead of the widget. It would be really helpful if we had rich formatting options(and a larger text input area) for these cases where we’re dealing with high complexity questions from our customers.
This “community” tool supports a lot more formatting than your standard workflow.
We’re in the process of migrating to Intercom as our primary support tool and are excited about the capabilities it brings. One area where we think both our support team and our customers would benefit immensely is in rich code formatting within conversations, ticket text fields and ticket descriptions. As a company working heavily with Kubernetes manifests, CLI outputs (e.g., kubectl get nodes -o json), logs, Go templates, and Python scripts, it’s crucial for us to share readable and well-formatted code and configuration snippets with customers. We’re hoping Intercom could support Markdown-style syntax highlighting, similar to:
```yaml
apiVersion: v1
kind: Pod
metadata:
name: example
```
My team also needs this!
As OP said, this is specifically important for complex messages, like from our billing team. With financial info especially, it’s often critical that we are able to emphasize and/or highlight specific details in the reply, so we’ve been wanting things like underlines, highlights, and basic text color change.
For the same scenario, we also want to be able to enlarge the reply window for easier composition and proofreading.
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