Setting up an unformatted email template Follow

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22 comments

  • Avatar
    Leopold Flechsenberger

    Hi, really great resource here, it's a huge help for me as a beginner!
    I was testing out your formatting but found that users don't get the conversation history anymore. What's the tweak here, I'm sure it can be reactivated somehow, right?

  • Avatar
    Jessie Schutz

    Hi Leopold!

    You can change the Liquid Markup to include additional comments, but unless you do additional Liquid formatting there won't be any spacing between the comments, and no name to identify who posted the comment. If you want to include the entire thread, you might be better off switching back to the formatted template with the {ticket.comments_formatted}.

    Please let me know if you have any other questions!

  • Avatar
    rya

    Is there any way to get the full history, similar to an email thread, but without the machine-look formatting?

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    Jessie Schutz

    Hi Rya!

    We do have ticket comment placeholders that are unformatted, which might work for you. You can find those here: Zendesk placeholders reference.

    You'll want to do some testing before you start replacing all your placeholders though. I'm not completely sure what the unformatted comments will look like, and you'll want to be sure it's not going to confuse your customers.

    Please let me know if you have any other questions!

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    Andrew Hutchings

    This is great! How can I take this one step further and make it look exactly as a gmail email - with Sans Serif font? Let me know, thanks!

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    Ryan Winkler

    @Andrew, Better late than never! Here is an article on that:

    https://support.zendesk.com/hc/en-us/articles/203661386-Changing-your-email-template-content-fonts

  • Avatar
    Justin Graves

    @Joseph & everyone here- I just posted a request to try to address some of the same needs as many users have stated in the comments here- namely how to format only the message section of an otherwise "unformatted" email template. I used your post here as an example of another Zendesk users with a similar need. I'm trying to drum up support to get the Zendesk developers moving on this idea so I'd like to have you look at my post and give it a thumbs up and leave a comment there so we can bolster the case and show the need for these features.

    Please take a look:

    https://support.zendesk.com/hc/en-us/community/posts/220847487-Add-a-placeholder-for-formatted-comment-values-maybe-comment-value-formatted-

  • Avatar
    Nathan C

    After a day of testing and playing around, i have an outcome with works on 90% of email clients. I've posted the link below which has all the code for the email templates.

    http://moometric.com/integrations/zendesk/make-zendesk-tickets-look-like-real-emails/

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    Prasun

    @Nathan : Thanks that helped. Worked like a charm.

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    Prasun

    @ Nathan: The attachments are not going through though. This seems to be a blocker. Any suggestions?

  • Avatar
    Nathan C

    Hi Prasun,

    Could you maybe send me a screenshot of your trigger and settings windows so i can double check what might be the problem?

    Please note that in Zendesk, attachments display as links, not actual attachments. Just make sure that the attachment isn't as a link when you scroll down through the email.

  • Avatar
    Prasun

  • Avatar
    Prasun

  • Avatar
    Nathan C

    Hi Prasun,

    The code looks correct from where i'm sitting. Are you sure the attachment isn't as a link in the email being sent to the customer?

    Feel free to test this out and open a ticket for my email webmaster [at] Moometric.com

  • Avatar
    Prasun

    Fixed it.

    Here is what works: ( Minor changes to Nathan's code. Used non formatted handles which solved the problem )

    <div class="latest-comment">
    {% for comment in ticket.public_comments offset:0 limit:1 %}
    {{comment.value}}
    {% if comment.attachments.size > 0 %}
    <br>
    Attachments: {% for attachment in comment.attachments %}
    {{forloop.index}}.
    <a href="{{attachment.url}}">{{attachment.filename}}</a>
    {% endfor %}
    {% endif %}
    {% endfor %}
    </div>
    <div>This reply is in reference to Ticket # {{ticket.id}}</div>
    <br>


    {% for comment in ticket.public_comments offset:1 %}
    <div style="margin-top: 10px; border-top: 1px solid #bbb;">On {{comment.created_at_with_time}}, {{comment.author.name}} wrote:
    <br>
    {{comment.value}}
    {% if comment.attachments.size > 0 %}
    <br>
    Attachments:{% for attachment in comment.attachments %}
    {{forloop.index}}. <a href="{{attachment.url}}">{{attachment.filename}}</a>
    {% endfor %}
    {% endif %}
    <br>
    {% endfor %}
    {% for comment in ticket.public_comments offset:1 %}</div>
    {% endfor %}

  • Avatar
    Nancy

    The code works great. Thank you Prasun and Nathan. I have a couple questions that you may be able to help me with.

    1) How can I keep my formatting (links, bold, italic, etc) in my responses? They are being removed.

    2) How can I have requester's formatting (links, bold) from being removed? This is also happening in the Conversations View within the ticket.

    Thank you for any guidance you can provide.

  • Avatar
    Prasun

    Hi Nancy,

    Glad it helped! I don't think you will be able to keep the formatting with this code. We are not using formatted place holders here.

    If you do happen to improve it at any point, please do share it with us. 

  • Avatar
    Rachel Campbell

    Does anyone have the code for the original default setting? If we want to revert?

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    Sean Cusick

    Hi Rachel, You only need to click on the "revert to default" hyperlink to restore your account's default html template. 

  • Avatar
    Rachel Campbell

    Thanks Sean. Unfortunately we tried that and it hasn't worked - I think we may need to copy a different code into the trigger but we can't find the default code anywhere 

  • Avatar
    Sean Cusick

    Hi Rachel, so sorry, I misunderstood. Here is an article that will help you restore the default state to your Triggers. If you have any more problems then you may want to open a ticket at support@zendesk.com

  • Avatar
    Prasun

    Rachel,

    Sean is talking about the settings under Admin>>Email>>Email Templates.

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