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WYSIWYG Editor For Support Tickets

I am requesting the addition of a WYSIWYG (What You See Is What You Get) rich text editor to the Support Tickets interface in Upmind, for both administrators and customers.

Currently, support ticket communication is limited to plain text. Adding a WYSIWYG editor would allow users to:

  • Format text (bold, italic, underline, headings)

  • Create bullet lists and numbered lists

  • Insert hyperlinks

  • Add inline images

  • Use block quotes

  • Apply basic styling for clarity

  • Paste formatted text without stripping structure

The editor could be similar to common rich-text libraries (e.g., Quill, TinyMCE, CKEditor) and optionally toggle between Rich Text and Plain Text modes.

Feature Request
I would like to see a WYSIWYG (rich text) editor added to the Support Tickets system in Upmind. This would allow both admins and customers to use formatted text, such as bold, italics, headings, bullet points, hyperlinks, and inline images when writing or responding to support tickets. Currently, ticket communication is limited to plain text, which makes it difficult to format instructions or present information clearly. A built-in WYSIWYG editor would make support communication much more readable, structured, and professional for everyone.
How Would You Use This in Upmind?
I would use a WYSIWYG editor in Upmind to create clear, structured, and professional support responses for my customers. My business requires me to give step-by-step instructions, walkthroughs, troubleshooting steps, and configuration details. A rich text editor would allow me to present this information in a format that customers can easily read and understand. In my workflow, I would use the WYSIWYG editor to: Format long explanations into sections with headers so customers can follow instructions in order. Highlight important steps using bold or colored text so users don’t miss crucial information. Create bullet and numbered lists for installation instructions, device setup, portal activation, and app configuration. Insert hyperlinks directly to documentation, tutorials, or support articles instead of pasting raw URLs. Embed screenshots or small graphics to visually guide customers through settings screens or app interfaces. Paste pre-written templates without losing formatting, which saves time and keeps communication consistent. Give technical examples such as M3U URLs, DNS settings, or login details using code blocks or formatted text so the structure stays intact. Overall, the editor would help me deliver clearer instructions, reduce back-and-forth emails, resolve tickets faster, and maintain a more professional standard in my communication with customers.
What problem does this solve for you?
Right now, support ticket responses in Upmind are restricted to plain text, which makes it difficult to format instructions, highlight important information, or structure replies in a clear and easy-to-follow way. When providing technical steps, links, troubleshooting sequences, or billing explanations, the lack of a WYSIWYG editor forces everything to appear as one long block of text. This limitation creates confusion for customers, increases follow-up questions, and makes it harder for me to deliver professional, readable communication. A WYSIWYG editor would solve this by allowing headings, bold text, bullet points, hyperlinks, and inline images—making support interactions significantly clearer.
Impact of not having this feature
Without a WYSIWYG editor, support efficiency decreases. Customers often misread or overlook steps, leading to repeated clarifications and longer resolution times. This slows down my workflow, increases ticket handling time, and lowers overall customer satisfaction. For a business that relies heavily on support interactions, the lack of formatted responses directly impacts the quality and speed of service. It also puts Upmind behind other platforms that already provide rich-text formatting in their support systems.

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Upvoters
Status

Later (Planned)

Board

Billing and Invoicing

Date

3 months ago

Author

Kevin

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