Hotkey conflicts

[boomshankerx]

Infos:

• Used Zammad version: 6.5.0
• Used Zammad installation type: Docker
• Operating system: Windows 11
• Browser + version: Chrome 138.0.7204.158 (Official Build) (64-bit)

Expected behavior:

CTRL+SHIFT+L creates bullet point

Actual behavior:

Nothing happens because this hotkey conflicts with a very popular plugin Bitwarden Password Manager.

Steps to reproduce the behavior:

Working in an article and press the hot key nothing happens

Is there a way to change the hotkeys to be compatible with other systems? Hardcoded hot keys are problematic on complex systems. Is there a way to change the modifier keys to alt+shift or some other alternative?

[MrGeneration]

Well, I’m afraid you have no chance. It’s hard wired…

There was a suggestion that could have solved it ( Shortcuts in different keyboard layout · Issue #656 · zammad/zammad · GitHub ), but it was decided to drop it in favor for this issue (which was solved) Enhance usage of Zammad shortcuts (cross browser and cross platform) · Issue #4870 · zammad/zammad · GitHub

But of course, it doesn’t solve the underlying issues. You may want to double check the feature request section and if it’s not there, create one.

Feature requests

[boomshankerx]

I noticed a user created addon to add formatting buttons to the UI. Is there a reason zammad doesn’t implement a format bar on the editor?

Add formatting buttons to content editor

Hi all, I know a lot of people have been waiting on a richtext editor for Zammad for a long time, myself included. Remembering hotkeys can be a challenge even for agents, let alone customers, not to mention that sometimes the hotkeys don’t work due to browser conflicts. In the meantime, I’ve decided to write a relatively basic script that you can add to Zammad to give you formatting buttons for both ticket entries and the knowledge base. Install is pretty simple and instructions are included a…

[Wardrop]

Zammad have been working on a new UI stack since at least 2020 in which a proper editor would be implemented. I believe it’s taken a lot longer than expected. In hindisght they probably should have implemented a stop-gap solution similar to what I’d implemented, as the hotkey-based solution has never been great from a user experience perspective in my opinion, and like you’ve noticed some of them just don’t work due to conflicts and browser issues.

As a developer myself, I understand the reluctance to take time away from working on the long term solution to implement a short term solution, but I’ve learnt that can often be the wisest approach, as long term solutions can blow out or sometimes not even happen due to other more important issues popping up and a change of direction.

A bit of history can be found in this thread: Text editor enhancements

[boomshankerx]

5 years is a pretty long time for a customer requested feature. Granted non of us are paying so…
I had a quick look at your addon but I haven’t managed to get it working inside the docker container. I can get the script to the right folder and inject the script block on the correct template but get a 404 when trying to load the script.

[MrGeneration]

Well, text editor options and UI stuff are not the only thing that eats up time in developing a software. Given the fact, that the Zammad team grew roughly within the last 3-4 years to a size where more is possible at the same time, it’s perfectly natural that the pace is fairly slow.