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HTML and Markdown in dynamic content doesn't render in trigger emails or agent signatures

Zendesk Team
  • Edited

Issues symptoms

HTML and Markdown formatting used in dynamic content does not render in trigger email notifications or agent signatures.

Conditions

Dynamic content supports the use of HTML and Markdown, however there are limitations to using dynamic content placeholders in the email body of trigger notifications and agent signatures.

Limitations

  • HTML in a dynamic content placeholder will not render in comments that are being applied by a trigger or automation.
  • HTML in a dynamic content placeholder will not render when inside a macro that is applied in a ticket comment.
  • Markdown in a dynamic content placeholder will not render when the placeholder is used in the email body of trigger or automation notifications.
  • Markdown in a dynamic content placeholder will not render when the placeholder is used in agent signatures.

Resolution steps

For trigger notifications use HTML without dynamic content in the email body to add formatting.

For agent signatures use Markdown. For more information, see the article: Where can I use Markdown and HTML in Zendesk Support?

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11 Comments

  • dave cohen
    click this box if using macros and voila.
    Include plain text fallback
    Certain channels such as mobile, Facebook, and Twitter don't support rich content. In those cases, we'll use the plain text fallback
    0
  • Sandra Lefort

    Hello, I've just seen this and would like to have another solution, let me explain my case:

    - I have a multilanguage space (8), and so I use Dynamic content for everything (macros, ticket forms & fields titles, triggers & automations). 
    - For triggers & automations we use html and, despite what is explained here, most of our messages are correctly formatted. We just start seeing some failures this week.
    - We really need to include format and DC into triggers & automations, how is suppose to work otherwise? If the only alternative is to create one trigger or automation for each language I think the sense of multilanguage solution is lost, and for sure it will cost a lot of resources to maintain at our end.

    I'd really appreciate it if someone can explain me better why this happens and a solution that doesn't go through duplicate x8 each rule.

    Thanks!

    5
  • Jason McDonald

    Hello,

    Similar to Sandra above, we had up until very recently, had correctly formatted html dynamic content within an automation.
    Now this is being received in plain text on the customers end.

    The HTML is question is for a 3rd party NPS service. It's not possible to put the HTML in a trigger without dynamic content as it says the email is then too large to send despite, as explained, this working at the beginning of this month. 

    I'd really appreciate a response on this.

    Thanks
    Jason

    2
  • Dane
    Zendesk Engineering
    Hi Sandra and Jason,
     
    I understand the importance of HTML on your use cases. However, as you can see on this article, using DC that has HTML on it will not properly work and is currently a limitation of the said feature.
     
    As what has been discussed on the ticket submitted by Sandra, I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that improvement.
    -1
  • Elon (Yurii Martyniak)

    Hi Sandra and Jason,

    We had the same problem and Zendesk support helped us a lot.

    As they have mentioned, you will need to add Liquid code to the dynamic content for the HTML to render correctly. Liquid code is needed in the DC because our system uses a different rendering engine.
     
    With that being said you can use the following code and it will render the HTML as intended. 

    For example, just add {{‘Some text’}} at the beginning of your Dynamic content and it will work.

    Best,

    Yurii.

    2
  • Sandra Lefort

    This is amazing, thanks Yurii!

    0
  • Oliver Tietze

    Elon (Yurii Martyniak) could you please go into detail: how can this help to include HTML in Dynamic content? Would it have to be part of the Liqiud block, i. e. {{'<a href="xxx">Link</a>'}}? (I tried, it doesn't work).

    So what exactly was the solution provided by Zendesk?

    Regards,
    Oliver

    0
  • Elon (Yurii Martyniak)

    Hi Oliver.

    Here is an example:

    {{'Hello'}},

    Some text...blablabla... you can download our app by clicking this link:

    <b><a href="Link example">Link</a></b>

    The point is that you should add Liquid code to the dynamic content somewhere at the very beginning.

    Kind regards,

    Yurii.

    0
  • Raphaël Péguet - Officers.fr

    Elon (Yurii Martyniak), I might be wrong but we tried it and for the signatures it doesn't work..

    0
  • Raphaël Péguet - Officers.fr

    + Markdown works in dynamic content

    1
  • Elon (Yurii Martyniak)

    Raphaël Péguet - Officers.fr, you should use another format.

    Here you see an example.

    ![]({{agent.signature}}) or [Website](https://yourwebsite.com/)

     


     

    0

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