Setting up an unformatted email template

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  • Romain

    Hi everyone,

    I'm using the Liquid Markup code displayed in the above post, and it works to display all comments. The issue I have is that, for the user in Outlook, all comments are listed without any delimitation, which is confusing. See attached screenshot, I find the result not pretty and not easy to read.

    Does someone have a way to improve this?
    Thank you,

  • Olivier Tassinari

    > The default formatting for Zendesk Support emails is nice if you're setup as a ticketing system.

    I think that it would be great to explain why it's nice. I would like to understand the tradeoff taken. In practice, I can't wrap my head around why Zendesk has the current default email template, or why the UX is superior.



  • Dane
    Zendesk Engineering
    Hi Oliver,
    The email template all boils down to preference or what you have been using for quite some time. For the default email template of Zendesk, it is threaded in such a way that all communications will be visible in every email that's being received. The formatting that was presented above is designed in such a way that the email recipient will receive the response in the simplest format possible. It doesn't have a direct effect on how you provide support to your customers.
  • Tatiana Christensen


    I'm updating {{ticket.comments_formatted}} in notification trigger for creation and update with step 2 code.

    1. The code has removed the agent name and time in the ticket content, which is great. 

    2. I've changed ticket limit from 1 to 100 to include the conversation thread in the e-mai, BUT, the mail thread in Outlook now only showns the messages and NOT who they are sent from. Does this solution only work when ticket limit is set to 1? Because having comments floating in an e-mail without sender name is a no-go. 

    3. Is there something specific to be aware of when changing content from  {{ticket.comments_formatted}} to {{comment.value_rich}}?

    4. What's the purpose of including this part, when the file is attached in the ticket also is attached the e-mail? 

    {% for attachment in comment.attachments %}
    {% endfor %}



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