Forums/Community/Product Feedback

PlannedDoneNot planned

HTML editor for email message text

suggested this on October 09, 2009 10:09

When entering this text, the input box has icons at the bottom for bold, italic, underline etc.  When I go to modify message text in the email notifications all I can enter is plain text, there are no formatting options.  Surely your mail server can handle HTML text?  It would make the messages much more 'interesting'!



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Jake Holman
Product Manager

Hi Neil,

Using Rich Text formatting is something we're planning on doing. However, the idea of sending fully blown HTML emails is not something we wish to support. You're able to change the Email Template under Account > Mail & Domains.

Jake Holman
Zendesk Support

February 01, 2010 05:49
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Dominic St-Jacques

Hi Jake,

To add on this, maybe not "full blown HTML" as you say, but I would like to see at least support for basic HTML formatting (H1, H2, P, BR, STRONG, SPAN...) in automation emails. Automation emails are perfect for automated follow-ups which are, by design, much more "static" then tickets and we want them to look good and professional.

Since Zendesk already sends out HTML emails and we can customize the general HTML template, I had assumed that all triggers and automations email bodies were also HTML text. But this:

Line<br />

get rendered as:

<p>Line<br />
<br />Break</p>

It breaks the layout... I think Zendesk should by default use Rich HTML text (you already use TinyMCE in this forum post) and deduce a plain text version by stripping away tags instead of HTMLizing plain text like you're doing right now. This would allow your customers to create more professional-looking emails and thus make a better impression in front of their customers.

Thanks for considering this,


March 25, 2010 06:52
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Jake Holman
Product Manager

Hey Dominic,

Wondering why you actually need to send out these types of emails, particularly with automation. What are you trying to achieve with them, exactly?

Jake Holman

March 25, 2010 08:42
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Dominic St-Jacques


We want to centralize all our email communications with our clients. When a customer requests a demo of our application, we create a ticket in Zendesk with the REST API with the tag "demorequest". After a few days, we want to follow-up with them to see if they have any problems, and invite them to pursue the conversation with us. Thus, we created a automation to send out an email 48 hours after a ticket with the tag "demorequest" as been created with the REST API.

Zendesk is great to track conversations, but HTML emails look better and make a more lasting impression, hence my request.



March 25, 2010 09:06
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Nikolay Grisсhenko


Are there any news about rich text or HTML support in ticket comments body?

This would really be useful sometimes.

January 14, 2011 08:58
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Michael L. Parmley

Yes, I am, at this point, going to turn off the "Notify requester of received request" and "Notify requester of comment update" for our "New customer turn up" group so that I can put images showing progress and other specific information.

June 28, 2012 14:43