Disabling and enabling rich content in incoming emails

Email sent to your Zendesk instance has two parts that can be used for creating the ticket: the plain text part and the HTML part.

By default, Zendesk uses the HTML part of the email to create tickets and comments. This means that any rich content in emails is retained and displayed in tickets. Rich content includes full color, basic formatting options, such as bold, italic, and underline, code blocks, tables, and inline images. Special fonts and background images are not supported and do not appear in tickets.

There may be scenarios where Zendesk can't parse the text from the HTML part of the email. When this happens, the plain text part is used.

You can disable the rich content option if you always want to use the plain text of incoming emails (with no formatting) to create tickets instead.

To disable rich content tickets and enable plain text tickets

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
2. Beside Rich content in email, click Enable to deselect the option.

   This option should be selected by default, and you need to deselect the option to disable it.

   

3. Click Save.

To re-enable rich content tickets

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
2. Beside Rich content in email, make sure the Enable option is selected.

   

3. Click Save.