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Enhanced Formatting Features in Tickets Page

We are excited to announce a significant enhancement to the Yellow.ai inbox tickets page, bringing a wealth of new formatting features that empower agents to create more dynamic and well-structured responses.

What’s New?​

The old inbox tickets page provided the following core features:

  • Free text input
  • Copy-paste text, attachments, files
  • Auto save draft
  • Canned responses
  • Send templates
  • Upload multiple attachments
  • Text formatting: Bold (B), Italics (I), Underline (U)
  • Braces for code clarity
  • Numbered lists and bullet points

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These functionalities have supported agent responses, helping them manage their communications effectively.

The new inbox tickets page takes things a step further.

New formatting features​

The latest update introduces a range of advanced formatting options that give agents more control over their messages and make interactions smoother:

  • Strikethrough: Easily strike out text to show corrections or modifications.
  • Insert Code: Seamlessly add inline code snippets for tech-related tickets.
  • Hyperlinks: Insert clickable links to direct customers to external resources.
  • Copy & Paste Links: Effortlessly paste links without losing formatting.
  • Font Hierarchy: Adjust font size to organize content with headers for better readability.
  • Text Alignment: Align text left, center, right, or justify based on content needs.
  • Inline Images: Upload, copy-paste, or drag-and-drop images directly into messages.
  • Attachment limit: Attachments now support up to 25 MB.
  • Forward Inline Images: Forward images embedded within messages to other recipients.
  • Table Management: Insert tables, add or delete columns, and remove entire tables for better data representation.
  • Copy-paste Tables: Copy and paste tables into messages without losing their structure.
  • Code Blocks: Add multi-line code snippets for more technical conversations.
  • Horizontal Ruler: Insert horizontal dividers to structure lengthy emails.
  • Undo/Redo: Quickly undo or redo changes, ensuring smoother editing.

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This upgrade introduces support for multiple keyboard shortcuts, streamlining your workflow and enhancing productivity. You can view the complete list of available shortcuts here: Keyboard Shortcuts in the Tickets Screen.

Impact across UI screens​

These enhancements will bring a visible change across several key areas. Here’s where you’ll experience the impact:

  • Create email tickets from chats: Seamlessly transition chats into email tickets with enhanced formatting options.
  • Create ticket in email tickets: Create new email tickets with the full range of text and formatting tools.
  • Ticket preview in email tickets: Preview tickets with full formatting before sending, ensuring everything looks perfect.
  • Settings: Create email canned responses (limited options):
  • Settings: Email settings > Auto-acknowledgement (limited options): More control over automated acknowledgments with the ability to include formatted messages.
  • Draft functionalities inside email section: Save and format drafts with all the new features.
  • Sending email with email templates: Use email templates enriched with new formatting capabilities for a more professional touch.