Hi.
So I am having issues with pasting text (may it be templates or any kind of text) into the chat/email text editor, when replying to customers.
I am using an Addon for Firefox that I wrote myself. But I highly doubt it is related to the addon, but more an issue how Firefox handles text editor windows. But only on Zendesk, other form/text fields on other websites (or my own test HTML page) work fine.
1. What I need to do is to click on the top left of the text editor field to paste text/templates. This is not a complete deal breaker, but surely annoying.
Is there a way to work around? Maybe a Firefox specific setting of some sort? I doubt it, but maybe….
Otherwise kindly treat it as a bug report.
2. When I paste text manually from the clipboard, I need to paste it with ctrl+shift+v instead of just pasting it with the regular ctrl+v
Otherwise it will not paste the text as it was formatted.
This is for sure something Zendesk related.
I would be glad for any help/suggestion.
Firefox - issues with pasting text (e.g. templates or any kind of text) into the chat/email text editor
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Thank you for sharing the detailed explanation of the issue you’re experiencing with pasting text into the chat/email editor in Firefox.
This behavior is something we've seen occasionally due to how Firefox handles rich text editing combined with the Zendesk interface. Specifically, pasting formatted text can sometimes require using Ctrl + Shift + V (or Cmd + Shift + V on Mac) to preserve formatting, as you mentioned.
Currently, this is a known limitation linked more to how Firefox processes clipboard data within certain web apps like Zendesk, rather than an issue caused by add-ons or Zendesk itself. Unfortunately, there isn’t a specific Firefox setting that can fully resolve this at the moment.
As a possible workaround, clicking into the text editor before pasting or using the paste with formatting shortcut is the best approach for now. I recommend also ensuring your Firefox browser and any relevant extensions are up to date to minimize conflicts.
If this issue persists for you or others, please consider submitting a formal bug report to both Mozilla and Zendesk support so it can be investigated further.