Updated ticket does not show any content from the customer

Issue symptoms

A customer updated a ticket and the status changed to open. However, no content of the message shows up on the ticket.

Resolution steps

Zendesk reads each received email and looks for the delimiter between the latest reply at the top and all the previous back-and-forth below. The delimiter is the part of an outgoing email notification that says:

##- Please type your reply above this line -##

The ticketing system only displays the text that is above that delimiter. However, Zendesk stores the full email that was received, even though it doesn't show in the comment field.

To see the original update, hover your mouse over the original comment, then click the arrow that appears, and select View original email.

Note: On May 9, 2023, Zendesk is introducing a 365-day limit for retaining original emails for tickets. After 365 days, the View original email option won't be available. For more information, see this article: Announcing a 365-day limit for View Original Email.

For more information about the email delimiter, see the articles:

• How can I remove the "##- Please type your reply above this line -##" from my outgoing email notifications?
• Customizing templates for your email notifications