Hello,
Hopefully this is the correct Topic Channel to post this. Zendesk Support sent me your way as there's potentially HTML/CSS modifications needed. We're on the 'Support' Product and the ‘Team’ Plan and do not utilize web submissions for our end-user staff. Staff have to e-mail in tickets. When Agents are viewing the tickets in the web, via https://company.zendesk.com/agent, and use Dark Mode, replies from end-users who are running the new Outlook for Windows show up as black text on a dark grey background. This makes it difficult to read unless highlighting the text. Light mode works fine.
Here's Support's response. I just don't know where exactly in the E-mail Template I'm supposed to add that CSS code.
WHAT’S HAPPENING?
* Outlook Classic often uses inline styles or formatting that Zendesk's portal Dark Mode respects, showing white text on dark background.
* New Outlook for Windows tends to send replies with black font color explicitly set (inline CSS or HTML), which overrides Zendesk’s Dark Mode styling, causing black text on a dark background (hard to read).HOW TO ADDRESS THIS:
1. Encourage agents/users to avoid setting explicit black font color in new Outlook
* Use “Automatic” or default text color rather than forcing black.
2. Modify Zendesk’s Help Center [https://support.zendesk.com/hc/en-us/articles/4408839332250-Customizing-your-help-center-theme]
* Add CSS to override font colors inside replies when in Dark Mode, for example:
css
@media (prefers-color-scheme: dark) {
.zd-comment-content,
.zd-comment-content * {
color: #ffffff !important;
}
}
This forces reply text to white in Dark Mode regardless of inline styles.
3. Use Zendesk Liquid or email templates to standardize reply formatting
* Strip or override conflicting inline styles before emails are rendered in the portal (may require developer support).
4. Check Zendesk’s own Dark Mode settings
* You can review the Dark Mode settings in Zendesk using this guide - https://support.zendesk.com/hc/en-us/articles/9011095783322-Using-dark-mode-to-increase-agent-display-options