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Go to Settings → Help Desk → Features → Allow Rich Text for Tickets. Select "ON" to enable or "OFF" to disable.Possible options include:
| Mode | Can Customer Create Rich Text Ticket? | Can Staff Create Rich Text Ticket? |
|---|---|---|
| On | Yes | Yes |
| Staff Only | No | Yes |
| Off | No | No |
| Info | ||
|---|---|---|
| ||
When disabling rich text for tickets, any ticket messages and replies created when rich text was enabled will always continue to be displayed in rich text (their formatting is never removed). However, saved ticket templates and canned responses will revert to plain text, even if they were created when rich text was enabled. Any ticket messages/replies created via ticket template/canned response will not be affected. |
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