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You can choose to display rich content in email tickets, which includes basic formatting like bold and italics, or switch to plain text for a simpler view. If the HTML content isn't readable, the plain text is used automatically. Adjust these settings in the Admin Center to fit your team's needs for handling incoming emails.

Email sent to your Zendesk instance has two parts that can be used to create the ticket: the plain-text part and the HTML part.

By default, Zendesk uses the email's HTML content to create tickets and comments. This means that any rich content in emails is retained and displayed in tickets. Rich content includes full color, basic formatting options, such as bold, italic, and underline, code blocks, tables, and inline images. Special fonts and background images are not supported and do not appear in tickets.

There may be scenarios where Zendesk can't parse the text from the HTML part of the email. When this happens, the plain text part is used.

You can turn off the rich content option if you always want to use the plain text of incoming emails (with no formatting) to create tickets instead.

To turn off rich content tickets and use plain text instead
  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
  2. In the Email settings section, deselect the Rich content in email checkbox.

    This option should be selected by default. You need to deselect the option to turn it off.

  3. Click Save.
To turn on rich content tickets
  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
  2. In the Email settings section, select the Rich content in email checkbox.
  3. Click Save.
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