WYSIWYG Toolbar

Using the incident thread toolbar, you can apply HTML formatting to threads while they display in the uncommitted threads panel.

When you save the incident, all uncommitted (unsaved) threads are moved to the committed threads panel, where all HTML formatting is retained. If the EGW_VISUAL_EMAIL configuration setting is disabled, all incoming email will display as plain text even if it was sent as HTML. Depending on your organization's security requirements, there may be other reasons to disable this configuration setting. See Email Security for more information.

Use the incident thread toolbar to:

• Cut, copy, paste, undo, and redo. If formatted content is copied from an external source and pasted into the uncommitted threads panel, all formatting is retained. To avoid reformatting pasted content, right-click and select Paste as Text or press Ctrl+Shift+V.
• Change font style, size, and attributes (bold, italic, underline, strikethrough, text color, highlight).
  Tip: To make the font size in the incident and the response the same, see Answer ID 4857.
• When entering a response or customer entry thread, any changes to font style, color, or highlighting take precedence over the styling used on the customer portal. As a result, contacts using the customer portal to review agent responses may see unexpected font and color combinations.
• Left-justify, center, or right-justify text and images on the page.
• Format text in bulleted or numbered lists.
• Insert images by URL and upload images.
• Insert links.
• Increase and decrease indents.
• Apply specialized formatting, including sub and super script.
• View plain text, which removes all HTML formatting.

Note: If formatted content is copied from an external source and pasted into the uncommitted threads panel, all formatting is retained. To avoid reformatting pasted content, right-click and select Paste as Text or press Ctrl+Shift+V.