Formatting text in replies

Every reply box in EspressoDesk - the ticket reply, a new outgoing message and the admin support panel - uses the same rich editor, so formatting works the same everywhere.

Use the toolbar above the box to apply bold, italic, a bulleted or numbered list, a quote, inline code or a link. Formatting is applied as you type: you see the final look directly in the writing area, with no separate preview window and no visible markup characters.

Keyboard users can select text and press the usual combinations for bold and italic. To add a link, select the words first and then use the link button, so the text stays readable in the customer's inbox.

Formatted replies are converted to clean HTML for outgoing email and are rendered the same way in the ticket thread, the customer portal and the chat widget. Keep formatting light: short paragraphs and a list are easier to read on a phone than heavy styling.