Viewing the original email, including full HTML Follow

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You can view and download the original email for any ticket created by inbound email from an end-user. The original email includes the following:
  • Text version of the email
  • HTML version of the email
  • Source header for the email
Note: Depending on the end-user's email server settings, you might not see all of this information.

Viewing the source header information for the email can be valuable for troubleshooting email issues, such as email pass-through and forwarding.

To view the original email for a ticket created by inbound email
  1. Open a ticket created by inbound email.
  2. Hover your mouse over the original comment, then click the arrow that appears, and select View original email.

    Alternatively, you can click Show all events above the comments, then scroll down and click Show email.

    The original email appears in a new window.

  3. View the text version in the Text tab, or click HTML to view the HTML version or click Source to view the email source header.
    Note: Depending on the end-user's email server settings, you might not see the text or HTML version. Some email servers are set so that they do not send that information.
To download the source for the original email
  1. Open a ticket created by inbound email.
  2. Hover your mouse over the original comment, then click the arrow that appears, and select View original email.

    The original email appears in a new window.

  3. Click the Source tab, then click Download source in the upper-right.

Have more questions? Submit a request

Comments

  • 0

    Jessie,
    Can you please give us step by step instruction on how to install from Git Hub?

  • 0

    Manoj, no need as a recent update to Zendesk made this functionality available to all.

    If you hover over the date of an update in the comments list a little drop down arrow appears on the right and you can select "View original email" from there

    Edited by Colin Piper
  • 0

    Thank you..... that really helps

  • 0

    Hello, It's seems that this useful option has disapeared. Any idea ?

  • 0

    @Yann, I can confirm this has vanished for me also.

  • 0

    Zendesk have confirmed this to be an issue that thy are looking in to.

  • 0

    Hey guys!

    Just popping in to confirm that this is a known issue and we're actively working on it. I'll try to update you once we have it resolved!

  • 0

    We no longer have this feature. We can view the original email by opening the ticket audit but there's no dropdown anyplace. Was this intentionally disabled, a bug, or something else?

  • 0

    Hi Vincent,

    That is a bug and we're looking at it now.

  • 0

    Hey everyone!

    We rolled out a fix for this issue on Friday morning. Please let us know if you continue to have problems!

  • 0

    The problem I have is that Zendesk displays all of the HTML email images as links on the ticket itself. My customers are currently getting a New Ticket notification that has 6 lines of crappy link code at the top of the notification email.  

    The system should be able to strip this code out.  I am not sure if I am actually missing something in the settings or not but this looks really bad.

  • 0

    Hey Tom,

    I see that you received a response in a ticket already, but I also wanted to follow up here as well.

    A Good "work around" for this issue is to enable formatting for tickets (Markdown or rich formatting. Check this document out HERE. While not full on HTML links, it does give you an option to cleanly send links from your end, which will then be processed correctly in Zendesk.

     

    Otherwise, there is an HTML processing Beta going on right now that you can apply for. Check that out here:
    https://support.zendesk.com/hc/en-us/community/posts/206085158

     

     

    Here was the article in your ticket as well: 

    Setting up an unformatted email template

     

  • 0

    Take note! You can now enable HTML processing for all inbound emails. 

    https://support.zendesk.com/hc/en-us/articles/115003794308-Receive-and-view-rich-content-email

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