Introducing the Rich-Text Editor for Comment Boxes

One of the latest enhancements to Zoho Desk is the introduction of a rich-text editor for comment boxes across all modules. A rich-text editor provides users with the options to format text the way they want and highlight important portions in the text.

While it proves to be beneficial for end-users, this enhancement also demands a change in the APIs associated with comments. Currently, comment content is delivered in API responses via the content key. The content is delivered in plaintext format because delivering content in rich-text would affect the UI of the app.

To help you adapt to this change, we are introducing a new key called contentType in responses related to comment APIs. This new key supports two values: html and plaintext. Both types of content will be delivered only in plaintext format in API responses and the contentType key only indicates the presence of html formatting in the original comment.

However, if you wish to retrieve comment content with rich-text formatting, you must include the "skipPlainTextConversion" : true header in the API request. Including this header in the API request ensures rendering of rich-text formatting in the API response without affecting the UI of the app.

Please keep in mind that the header must be included in API requests at least for the next six months. After the six-month period, rich-text formatting will be supported in API responses even in the absence of the header. Therefore, we request you to modify your code to accommodate this change and watch this space for further updates.

Similarly, webhook notifications will also undergo a change due to this new development. For a period of one month, webhook notifications will return comment text only in plaintext format, irrespective of the original formatting defined by the user. The contentType key will also return only the value plaintext during this period. After this one-month period, the contentType key will support both the html and plaintext keys and webhook notifications will return comment text with rich-text formatting.