Viewing the HTML and original source for incoming tickets

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31 Comments

  • Manoj Shah

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

    0
  • Colin Piper

    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

    0
  • Manoj Shah

    Thank you..... that really helps

    0
  • Yann Souetre

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

    0
  • Colin Piper

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

    0
  • Colin Piper

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

    0
  • Jessie Schutz
    Zendesk team member

    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
  • Vincent Hill

    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
  • Laura D.

    Hi Vincent,

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

    0
  • Jessie Schutz
    Zendesk team member

    Hey everyone!

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

    0
  • Tom Haag

    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
  • Ryan W
    Zendesk team member

    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
  • Max McCal
    Zendesk Product Manager

    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

    0
  • Katherine Isham

    Hello!

    Is it possible to do the opposite of this--that is, review the original HTML for outbound e-mails?

    zendesk doesn't preserve original requesters or cc's when I change them (I often do this to keep the full thread on an outbound e-mail to third parties who we collaborate with on IT issues.)

     

    So then I have to just kind of remember whether I included the original requester on this e-mails or not (there's nothing confidential in them, so it doesn't matter if the requester sees the e-mails in the thread when I respond to them after sending it to the third party.)

    Is there a way to do this?

    1
  • Jessie Schutz
    Zendesk team member

    Hi Katherine!

    You can definitely do this right from your tickets, no raw HTML required.

    In your tickets, at the top of the comment thread, you'll see a tab labeled Conversations. Click on that, and select Events from the dropdown that'll appear. This will show you every action that has been taken on your ticket each time it's been updated, including when CCs have been added or removed.

    Requester changes are also tracked here, so it'll be really easy for you to go back and check on what changes you made when.

    Hope that helps!

    1
  • Trial

    can i get this via api call?

    0
  • Jessie Schutz
    Zendesk team member

    Welcome to the Community, Trial!

    I believe that you can, but I am definitely not an API expert. You can find all of our API documentation here, and I'd recommend checking out our API forum as well. There are lots of folks there who can help you if you get stuck!

    0
  • Suhas Thakral

    Hello! Can we also view the original email for an outgoing email? I'm having an issue with some attachments

    0
  • Jessie Schutz
    Zendesk team member

    Hi Suhas!

    We have an article that details how you can see the original email for your tickets. You can find that here

    -1
  • Andy R

    Our instance has suddenly stopped showing us all HTML content in the incoming mail that is forwarded to us from an end user. Anyone else experiencing this?

    0
  • Jessie Schutz
    Zendesk team member

    Hi Andy!

    Can you be more specific about where you're seeing this? Is the HTML not rendering in your tickets, or are you not seeing it when you view the original email? Or is something else happening?

    0
  • Neil Lillemark

    Has something gone wrong with this option?  I am not seeing it available today on our system when looking at some sample customer updates.

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Neil,

    Can you confirm that the user submitted the update via the email channel? It's possible they created the ticket from a ticket form/web-widget instead. They can also reply from the My Activities page if they're viewing the ticket from there.

    Let me know!

    0
  • Julien Lacroix

    Hi guys,

    to be clear: Zendesk uses html parts of the email for rich content elements. But does he uses plain txt parts for text elements?

    I have issues with one of my client: his emails have partially empty text parts, but html part is ok. --> in Zendesk, ticket is empty.

    Thanks for your help!

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Julien Lacroix,

    I appreciate you reaching out to us in the Community with your great question. Since what you are asking requires us to do a little digging into the backend of your account specifics that we really can't share in a public forum. I would recommend reaching out to our trained Advocacy team so they can better troubleshoot this for you in a more private setting. 

    Best regards. 

    0
  • Ray Huie

    Am I able to forward an email in HTML format from Zendesk? I understand there's options to view an inbound email in HTML or plain text, but wanted to know if I have the same options for forwarding/outbound emails. Right now, I can only forward in plain text format from Zendesk. 

     

    Thanks!

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Ray Huie,

    While there isn't a base product method of accomplishing this, a possible workaround would be to utilize the WYSIWYG editor using rich content to send emails via HTML. Otherwise, this is something that natively wouldn't be possible. 

    Best regards. 

    0
  • Jorge Moreno

    Is there a way to display the original email by default on zendesk tickets? It would be specially useful if this could be done only for some tickets.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jorge,

    There's no way to view the original source of the email automatically when opening the ticket. You'd need to select the appropriate drop-down option to view the original source email.

    Let me know if you have any other questions!

    0
  • Georg Kiria

    HI there, 

    I only have the "Forward via email" option in the pop-down menu. "View original email" is not available as described above. 

    Cheers, 
     
    Georg
    0

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