Viewing the HTML and original source for incoming tickets

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8 Comments

  • Raphaël Péguet

    Seems not working anymore (or bugging) for e-mails coming from a light agent and becoming "private notes" 

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  • Raphaël Péguet

    Corrected since (it was a short-time period bug)

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  • Dave Dyson
    Zendesk Community Manager
    Glad to hear it's working again, Raphael!
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  • Joe Faurote

    Was there a change made recently that strips HTML tags, specifically table formatting, from support tickets?  We use these heavily with our internal comments for example to send lookup tables automatically for warranty determination and over the last week they've disappeared and things look horrible now.

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  • Chris Green

    We've noticed what Joe Faurote is mentioning. Except, we have two separate Zendesk instances, and in one, the HTML formatting/tags are retained, and in another it's not. 

    Both instances have 'Rich content in email' enabled, so I don't think it's related to that. 

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  • Salim Cheurfi
    Zendesk Customer Care
    Hi Chris, 
     
    By default, Zendesk uses the HTML part of the inbound email to create tickets and comments. This means that any rich content in emails should be retained and displayed in tickets.
     
    I will open a ticket on your behalf, so we can investigate the behaviour on your second instance. You will receive an email shortly. 
     
    Best regards, 
     
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  • Chris Green

    Salim Cheurfi - I haven't been able to revisit this because of other priorities, but because the ticket you created for me is now closed, I need to create a follow-up ticket so we can keep troubleshooting this. 

    Can you please do that on my behalf? 

    Original ticket: https://support.zendesk.com/hc/en-us/requests/10771142

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  • Chris Green

    Salim Cheurfi - just following up on this. Can we re-open the ticket or open a new one? 

    Thanks,

    Chris

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