HTML/Markdown used in dynamic content does not render in trigger emails

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  • Maddy Cimino
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    Are there any plans for HTML/Markdown used in Dynamic Content to be supported in Zendesk trigger emails? 

  • Nicole - Community Manager
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    Hey Maddy - 

    Apologies for the delayed response, and welcome to the Zendesk Community! 

    This is not presently in the product development roadmap. 

    Let us know if you have any additional questions! 

  • Maria Karenda
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    We need this functionality to work as well for our email templates.

    Is there any update?

  • Jessie Schutz
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    Hi Maria!

    There haven't been any changes to this functionality. If you'd like, please feel free to post your suggestion and detailed use case in our Product Feedback topic, so other users can add their votes and our Product Managers will be sure to see it!

  • Khalid Saji
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    We're still waiting to use this function in our email macro's.

    Any updates?


  • Brett - Community Manager
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    Hey Khalid,

    What functionality are you looking to use in your macros? Are you looking to use HTML in your macros? Any additional information you can provide is greatly appreciated :)


  • Carly Lucas-Melanson
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    Hi Brett, 

    Our team is currently looking to incorporate HTML and general formatting (indentations, headers, etc) into dynamic content macros. We're ultimately trying to pull this dynamic content into our community posts to localize the display of community content for each user. Would love to see a solution in one form or another to this need!



  • Brett - Community Manager
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    Thanks for taking the time to share this with us Carly!

    I'll pass this feedback along to the appropriate team for review :)

    If they have any additional questions they will follow-up here.


  • Dillon
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    Hi all, my team has been facing the same issue with Markdown not rendering if applied via trigger/dynamic content.

    Adding in the Voice of the Customer questionnaire that I'll be sending to our CSMs, hopefully this gets added to the roadmap.

    VoC Questionnaire

    - Short description of the problem
        - HTML/Markdown used in dynamic content does not render in trigger emails
    - Problem Priority (Low, Normal, High, Urgent)
        - Normal
    - Who has the problem (main persona only)?
        - End-Users, Admins, Content Managers
    - Describe the problem and needs
        - When we use a trigger to send a notification to a customer using Dynamic Content, the email does not render Markdown formatting
        - The problem is that the internal note left on Zendesk renders correctly, but the end-user email will show the "raw" unparsed Markdown
        - We need Markdown to be rendered at the time of email submission
    - Describe Impact
        - Impact to end-users: content in received email does not match what we expected to send, confusion into Markdown formatting characters
        - Impact to Content Managers & Admins: high-touch back-and-forth to see what content renders correctly
    - List / Describe workarounds you have tried
        - Instead of embedding hyperlinks within a word or phrase, we are forced to break up the sentence with hyphens or add the link at the end to preserve message continuity
        - Workaround could include applying text via the existing trigger, but we rely on Dynamic Content for the varied localisation functionality

  • Patricia Pérez-Hinojosa
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    I've just find a way to solve this problem. Probably a useful bug! If the dynamic content includes a {{dc.key}} of another dynamic content key it renders the HTML without problems. So probably, best solution is just include a dot for example or a hidden div if you don't have a recurrent element in dynamic content. 

    Ex. Visit our <a href="">{{dc.helpcenter}}</a>.

    Then just include the outer {{dc.key}} in the trigger. It worked out for us!


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