| Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus |
| Support | Team, Professional, or Enterprise |
Email sent to your Zendesk instance has two parts that can be used for creating the ticket: the plain text and the HTML.
By default, Zendesk uses the HTML part of the inbound email to create tickets and comments. This means that any rich content in emails is retained and displayed in tickets, with a few exceptions.
You can view and download the original email for any ticket created by email from an end user, including the text version, HTML version, and the source header. This can be useful for troubleshooting issues.
Viewing rich content in incoming tickets
By default, Zendesk uses the HTML part of the inbound email to create tickets and comments. Any rich content in emails is retained and displayed in tickets.
- Full color, basic formatting, code blocks, tables, and inline images
- Basic formatting options, such as bold, italic, and underline
- Code blocks
- Tables
- Inline images
Rich content for inbound tickets is enabled by default, so you can view any HTML included in an incoming ticket or comment directly in the ticket.
You can deactivate the rich content option if you want to use the plain text version of incoming emails (which has no formatting) to create tickets instead. See Disabling rich content in incoming emails.
Viewing and downloading the original email for a ticket
By default, Zendesk uses the HTML part of the inbound email to create tickets and comments so that you can view any rich content included in incoming emails directly in the ticket.
- Text version of the email
- HTML version of the email
- Source header for the email
Viewing the source header information for the email can be valuable for troubleshooting email issues, such as email pass-through and forwarding.
- Open a ticket created by inbound email.
- Click the options menu for the original email, then select View original
email.
The original email appears in a new window. If you receive a message that the email can't be located, see Understanding when the original email is not viewable in Zendesk.
- 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 do not send that information.
- Open a ticket created by inbound email.
- Click the options menu for the original email, then select View original
email.
The original email appears in a new window.
- Click the Source tab, then click download source in the
upper-right.
Understanding when the original email is not viewable in Zendesk
You may see the following message when attempting to view the original email for a ticket.
This message displays if an agent or admin has previously redacted content within the ticket in order to protect that information. When a ticket comment is redacted, the original email for that comment is no longer viewable. The original email is also not viewable for additional inbound email comments on that ticket. However, it is viewable for comments that were added before redaction.
Note that for any email forwarded to Zendesk from an external email service provider (such as Gmail or Microsoft Outlook), users can still view the original email within that external email service provider.
13 comments
Paolo
This message displays if an agent or admin has previously redacted a content in the ticket. This is expected behavior and unfortunately, redaction cannot be undone.
Best,
Paolo | Technical Support Engineer | Zendesk
0
Isaac
Is there any way for us to undo the recurring redaction for a new email coming in from the same email address?
Thanks.
0
蘇詩婷
This change in functionality is inconvenient.
Once you ink out a mail, you will not be able to see the original Mail sent by the user after that.
If a user writes personal information, it will be immediately redacted in order to prevent it from spreading, which will make it inconvenient to deal with the situation afterwards.
Please return to the previous specification.
0
Andrew R.
Hi,
Is there any option to direclty view original email in the thread in the Agent Workspace ?
0
Hiedi Kysther
Hi Chris Green,
Due to the nature of your concern, I suggest creating a new ticket so one of our Technical Advocates can assist you. You may follow the steps here, Contacting Zendesk Customer Support, on how you can reach out to us.
Cheers!
0
Chris Green
Salim Cheurfi - just following up on this. Can we re-open the ticket or open a new one?
Thanks,
Chris
0
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
0
Salim Cheurfi
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,
0
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.
0
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.
0
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