Setting up an unformatted email template

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37 Comments

  • 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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  • 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-

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  • GuyCooper

    does anyone know how to remove the following from the emails that are sent:

     

    1) the line below the text '##- Please type your reply above this line -##' (not the text itself as i understand this cannot be removed, only modified)

    2) remove the agent name (and avatar)

    3) remove the time comment sent.

     

    Essentially, so that the email that the end user receives, looks as much like a standard email as possible

     

    Any help would be appreciated!

    1
  • 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?

    1
  • Gasper Jubani

    This is a great article. One question, is there a way I can force Zendesk to only send plain text email notifications by default?

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  • Ryan
    Zendesk team member

    @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

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  • Prasun

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

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  • Arsenio Figueroa

    Is there a way to add the agent signature to this? I have been messing around with it and have not found a way to add it.

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  • 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.

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  • Sean Cusick
    Zendesk team member

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

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  • Susan Jaffe

    Thanks for the information.

    Like a previous user, I see that this solution only gives me the latest comment, removing all previous comments.

    How can I add in the previous comments, such that each previous comment is only shown once?  I seem to only have 2 options:

    - only have the latest comment

    - have all previous comments, repeating, as each 'previous comment' also includes the ones before it

    Thank you

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  • 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 

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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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  • Prasun

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  • Jessie Schutz
    Zendesk team member

    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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  • Jessie Schutz
    Zendesk team member

    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!

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  • Andrew

    As an update, this is easier with some of the recent Zendesk changes because if you enable "Include attachments in emails" and the new CC experience, you can skip the setup steps above for CC and attachments.  And in fact, it brings the template even closer to a "real" email.

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  • Jessie Schutz
    Zendesk team member

    Hi Guy! Welcome to the Community!

    If you don't want to go full-on unformatted as Joe describes in this article, you can make adjustments to the email template to make it look the way you want. You can find all our documentation on how to do this here. Let us know if you need anything else!

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  • 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. 

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  • Sean Cusick
    Zendesk team member

    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

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  • 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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  • 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

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  • Prasun

    Rachel,

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

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  • Nicole S.
    Zendesk Community Team

    Hi Ariel - 

    Welcome to the Zendesk Community, and apologies for the delayed response! 

    Yes, you should still be able to set up triggers and automations after removing the formatting. This article is just saying to remove the triggers and automations that put the formatting into place. 

    Let us know if you have any additional questions!

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  • Jason Gordon

    Prasun, Nathan

    I have used your code and it is mostly working but the replies to the customer (at least in google apps) shows all the quoted previous replies.  Gmail cant seem to collapse them.  Has anyone encountered this and have a fix?

     

    Thanks

    Jason

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  • Prasun

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  • Sol Costa

    I'm looking for someone to make our tickets looks exactly like gmail. Is there anyone here interesed in doing it? Please answer to sol@fivemedialab.com. Thank you.

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  • Marcin Dąbrowski

    Hi,

    Thanks for all the help guys! It is 90% covered for us here. I just have couple of questions:

    1) For me the whole thread is aligned to the left. Do I need to change something to have just first comment aligned and the rest nested?

    2) I've read all the above but still do not know if I can achieve a regular email behaviour with last comment visible and the rest of the thread collapsed with "3 dots" to expand them? Is there anything I can do with the proposed code for Gmail to treat it as other standard emails?

    3) If I use the above code, can I still modify formatting in the email template edit form or it needs to use defaults?

    Thanks!

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  • Prasun

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

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  • Brett Bowser
    Zendesk Community Team

    Hey Arsenio,

    By default there should be an agent signature placeholder included under Admin>Settings>Agents. More information here: Adding an agent signature

    Let me know if that doesn't get you the results you're looking for!

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