Where is the support on JSM Cloud for rich text editors on description fields? I can see it on the comment field but not initial description. The field configuration has it set to wiki renderer which works for the agent but not the customer.

Several articles seem to suggest this has been implemented.

https://confluence.atlassian.com/jiracore/preparing-for-jira-8-15-1032259123.html#:~:text=Rich%20text%20editor%20on%20customer%20portal

This suggestion implements Wiki Renderer support for Description and Comment text fields.

Custom fields, like Multi-Line Text, is not yet implemented. For that, please see suggestion https://jira.atlassian.com/browse/JSDSERVER-7142

Very happy about this.

Sorry, but it seems so that I'm not able to upload any comment images on this issue anymore. So you have to believe me that the above pictures should show the different functions on the edit bar for agents and customers.

Cool after only 6 year's you finally heard your customers that ask for the same editing experience for their JSM customers.

But why didn't you implement really the exact same edit experience for agents and customers?

Agent Edit bar:

Customer Edit bar:

This issue has been on 'In progress' since April 2020. When can we expect this? Ik would like to inform our users of a possible releasedate...

Atlassian - please provide an update.  Many people need this basic functionality.  We are starting to look at other softwares now.

 When can this be expected please. Our teams are requesting for this functionality

@Atlassian, 5 years? 

Exactly what we are looking for. When can we expect this? 

C'mon Asslassian. Its been 5 years....

We are using JEditor for the description and the comment at the moment. We also want to use Jira Wiki Editor in Customer portal. But we need a migration concept.

So I propose, that there is a mechanism which detects if html code or wiki code is used and automatically displays both. Or a kind of html2wiki converter which automatically converts the html code, which can also be displayed as wiki code.

Seems like this has been in progress for a few months now, any idea on when we might see this in a release?

Maybe this is some light at the end of the tunnel. This has made so many users move away from using the service desk ... Now that this is in progress, I wonder how long before this gets released ... But in any case it's a good progress.

It is great to see this task in progress! It's hard to expect our customers to understand JIRA wiki markup and this feature will help them a lot. Thanks, Artem!

This is now "In Progress" and has an assignee. There's hope this might move forward now!

Artem- Thanks for your work on making this happen. I know this would be something our customers will appreciate!

Absolutely ridiculous that this isn't an option. Unfortunately was the factor that ended with us using a different product altogether

You would thought so.

But only reasonable plugin I found that gives the WYSIWG editor into Customer Portal is jEditor and it uses HTML, not the Wiki Markup so it causes a lot of other issues elsewhere. Overall options JSD offers on Customer Portal are terrible and limited. We see no improvements in that department for lat couple of years now.

There is most probably a paid for plug in that enables this feature so Atlassian choose to ignore us to protect the company supplying the plug in's revenue.

Revenue from the 3rd Party client's plug in adds to their pockets via commission. They already have our money that we pay for the product. They take our money and take the plug in revenue and we pay the price. Big win for them I'd say.

Unbelievable that Customers could use Wiki Markup, but has to use the text representation that nobody will use or understand, and that there is still no option to give customers also a WYSIWYG editor as it is normal in Jira!

Shame on Atlassian! 

The Wiki editor can be used everywhere for a comment. It can be used internally for the description by the agents.

It can even be used here!!!!! 

But why the customer can not use it to describe his problems in the portal?

You are kidding us? Just fix this as soon as possible!!!!

Hey. 5 years old an no visible plans at the Atlassian to fix or even decline the issue for whatever reason.

Another year I am very happy we did not renewed the license.

 Hey this Issue just got 5 years old! 

+1

Make it available also for Cloud

It makes no sense to not leverage the power of the WYSIWYG editor which is supported in the background

Agreed this is a huge common sense feature! Get it done Atlassian! 

This is yet another common-sense feature that is missing. However, as long as there is a vendor in the Marketplace selling a plugin that provides a feature,, Atlassian will never implement it. Why should they? They collect passive income from their cut of the add-on sales, plus they don't have to develop or maintain any new code. I guess you could think of it as an evil twist on the concept of open source. Other people make all the needed enhancements, but since it's closed-source, nothing gets put into the core product and everything has a price tag.

This is an issue that our customers complain about, too. The text area on the request screen doesn't even include a link to the Jira formatting documentation, so users have no idea what format codes are supported. Please consider adding the Rich Text editor to the JSD request screen.

This is a feature really needed by our customers. This especially to be able to get rid the email now beeing sent to the support organization instead of using the portal (as it should be).

This is a big obstacle to adoption.

This is huge, customer usually don't needs to have wiki markup knowledge to open a ticket.

Lack of interest in this feature from Atlassian was tipping point in our decision to skip upgrades until they do something about. Many dollars saved on license on our end since all other updates we saw lately were purely cosmetic or simply not important to use in general.

Overall SD customers portal in Jira is a joke compared to everything else this suite offers and it's a shame since it seams really easy to fix.

We purchased Jira Server around a year ago,  this is the most lacking part of the product and i would have hoped that it would have been upgraded by now, but here we are. I can't imagine that this would be a large development change to take a preexisting editor and port it to the service desk, but perhaps i'm wrong.

Customers need to be able to communicate effectively via requests and it's very hard to do that with only a text box, is this something Atlassian will ever consider implementing? 

Great idea, plug in the editor.

+1. This is such a deal breaker that we are considering moving our company off Jira Service Desk

+1

We can not implement our process (Change Process) in Jira Service Desk because this feature is missing. The customer needs to add additional parameters in table format, this is possible only using Wiki Markup. This is totally not acceptable.

We are also very interested in this feature. Customers should be able to provide embedded images, text highlights and code snippes. The portals look and feel is too basic at the moment to create interest for users to use it instead of just sending an email to support.

This is a feature we really need for our end users to be able to articulate complex service requests. Please add the wiki editor to the Service Desk!

This is the single thing most of our users (customers and agents) understandably complain about since we introduced Jira Service Desk.
As no one knows how to use wiki markup our customers now write their issues in a MS Word document and attach that to the issue.
These documents then mostly contain tables, inline images and highlighted text.

This would definitely enhance the overall user experience, we need the users to allow for complex input. Has nobody found a feasible alternative yet?

This is a must in order to be able to sell JSD towards our customers!

Yes, a wysiwyg editor is a must!  It's so beautiful to leave formatted comments using the Jira comments editor that we should get the same love on the customer portal comments editor.

This has also been feedback as an issue by our customers, please can this be added? 

Hello,

we also need this issue to be fixed.

Please set a higher priority.

Best regards!

This should be of a high priority ! and since 12/Feb/2015 still in Gathering Interrest ?

We need to allow customer to enter critical complex data, not just text fields but also Tables/Pictures with description, .... This is disapointing that Customer Portal has almost no alignment with The Service Desk Agent view, such as not having Wiki Renderer.

Our customers usually have to upload a PDF file when creating a ticket to describing their incident. For us it's really hard to convince customers to give up using email as main reporting tool if the alternative doesn't have a WYSIWYG editor for the description field in which you can insert screenshots and have advance formatting. Not having this feature defeats the whole purpose of using Service Desk.

Very keen to see this available in Service Desk. We want to keep customers away from relying on email alone and would really prefer our customers raise and comment on issues from the portal (primary motivation is so customer can set priorities / impacts).

We are also a software company supporting a product that requires many screenshots and text formatting to convey meaning and we find they simply use email to accomplish this (which is very hit and miss at times in terms of formatting).

This feature is required by many of our customer portal users.
Currently, they are writing MS Word documents to describe their issue if they want some advanced formatting.

@Farshad Mahajeri - I tried the JEditor today and removed it after about 2 hours working with it.  It was a headache!  Paragraph <p></p> breaks were in almost all emails, plus any email or something that has been formated copy/pasted into the description box would show as code. It was showing on forms that I did not want it showing on...  I tried disabling it for certain projects, but it showed anyway in the comment section...   It was a good thought, but failed.

Now...  Would like to know why this has not been implemented into Jira as of yet?  Our users do not know wiki markup by memory.  This would be pretty amazing if you could implement it!  

Any updates, this will eventually be available in Service Desk?

It was displaying in comments and editing worked fine but after submitting the content of content was pure html without formatting at all.

As for what is and is no user friendly this is matter of opinion and we all consider wiki syntax end editor far more elegant and approachable without all the overblown options of full HTML we do not and will not need.

I would understand if wiki was new component and require more testing but this request remains open for 3 years and i cannot understand why Atlassian ignores it for so long since it looks like a quite easy thing to add actually.

Hi Tomasz,

In latest version of JE  it works in comments also. You need to enabled all required JE modules which are disabled by default.

I think for customers JEditor is a  better choice because it is more user friendly that the Wiki Editor.

Regrads

Hi farshad734257231,

No it's not. It uses different syntax and it's not working in comments in CP. At least the last time we tested.
Actually JEditor sux a lot in comparison to native RTE and I don't get why Atlassian cannot enable it in CP by default after 3 years