Unable to use formatting options in tickets

[Kelly Basara]

A couple of my Service Desk users are unable to use some of the formatting options (bolding, changing text color, etc.) when replying internally to tickets, or replying to customers on tickets.

Anyone else experience this issue before?

Thanks!

[Daniel Eads]

Hi Kelly!

Sorry to hear some of your users are having trouble. Can you elaborate a little more on what exactly isn't working? Can they see the buttons but the formatting doesn't go through when they submit the comments?

One thing that can happen is that the toolbar can be accidentally collapsed. Here's an example of that:

If the buttons aren't there but you do see a grey bar, click the little grey down arrow in the top bar to expand the toolbar out. If something else is happening though, please let me know!

Thanks,
Daniel