Hello Zendesk team,
We’ve received multiple customer requests regarding the lack of rich text formatting when replying to tickets via the Web Widget (messaging experience).
Currently, end users can submit a new ticket using a custom form that includes a rich text editor. However, when replying to an ongoing conversation through the widget, the formatting toolbar is no longer available. This inconsistency creates confusion and limits the user experience, especially for customers who want to include structured information (such as bullet points, emphasis, or code) in their responses.
We understand this is currently expected behavior, but we would like to formally request the implementation of rich text formatting support for end user replies via the Web Widget.
This feature would greatly enhance usability, improve clarity in customer communication, and align the reply experience with the initial submission flow.
Thank you for considering this improvement.
Best regards,
Marcello
Thank you so much for taking the time to outline this request so clearly — and for sharing the valuable feedback from your customers. We completely understand how the lack of rich text formatting in the Web Widget reply experience can cause inconsistency and limit how end users communicate, especially when they want to include structured or formatted details in their responses.
At the moment, the Web Widget (messaging) does not support rich text formatting for end-user replies, and this is indeed the expected behavior. However, we recognize the value and usability improvements that formatting options like bullet points, bold text, and code snippets could bring to ongoing ticket conversations.
I’ve shared your feedback — along with the use case you’ve described — with our product team for review as part of ongoing enhancements to the messaging experience. While we don’t have a confirmed timeline for implementation yet, feature requests like yours help us prioritize functionality that makes communication clearer and more consistent.
We truly appreciate you bringing this up and advocating for your users. If there are any future updates around this capability, we’ll make sure to follow up here in the community thread.