Changing your email template content fonts

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  • Mai Dam

    I'm to make our tickets look exactly like Gmail. Is this even possible? Please answer to Thank you!

  • Brett Bowser
    Zendesk Community Manager

    Hey Mai,

    You should be able to edit your email template to look however you'd like! To have your tickets look similar to email, I would follow these instructions: Setting up an unformatted email template

    I hope this helps!

  • Jon Simone


    This solution appears to work for everything except for the user name, company name, date, and time. 

    Here is an example:

    Is there any way to change the font for these?

    Hopefully Zendesk will consider a wysiwyg tool in the future for seeing what the email template will look like in real time as this process is cumbersome.

    Thanks as always!


  • Chris Broughton

    I'm confused why changing the content font, that it ignores the name/date as well. It seems like it should be replacing anything thats in Lucida Grande, but it doesn't

  • Giuseppe
    Zendesk Customer Care

    Hi Chris,

    Based on my testing, this could be because the content placeholder mainly contains the ticket comments, as also defined in Understanding the system placeholders

    {{content}}Displays the email content, which can include ticket comments and user profile photos. The content is defined in the trigger, automation, or anything else that sends email from your account

    A possible workaround here would be to utilize agent signatures instead. For example, with liquid formatting, you can format your emails such that only the actual comment is included (not the name of the agent and the date) similar to this article - Setting up an unformatted email template - then you can add the agent's name in their signatures, because agent signatures appear to also be in scope of this font changes.

  • Joanne Louzado


    1. it looks like the Show Original Email section is encoded so I can't see the HTML code which needs replacing


    2. I want to change the default font to Verdana... so can I just remove Verdana from the initial IF statement and add it in the replacement section?

    {% if content contains "font-family: 'Lucida Sans Unicode', 'Lucida Grande', 'Tahoma', sans-serif;" %}

    {{content | replace: "font-family: 'Lucida Sans Unicode', 'Lucida Grande', 'Tahoma', sans-serif;", "font-family: Verdana, sans-serif;" 

  • Joe Mackey

    I'm not sure if this page needs an update or not, but none of this worked for me. I followed every step to the letter and nothing worked. I spent 4+ hours trying to figure it out, and ironically enough the solution was 100x simpler than this method and it took me literally less than 60 seconds!

    After hours of trying, I tried one last thing.

    I clicked the Revert to Default button (underneath the HTML Template box) and then where it says:

      <div style="font-family: 'Lucida Grande',Verdana,Arial,sans-serif; font-size: 14px; line-height: 1.5; color:#444444;">

    I deleted the following: 

    "font-family: 'Lucida Grande',Verdana,Arial,sans-serif;

    Then replaced it with the font I wanted:

    "font-family: 'Avenir Next',sans-serif;


    Then I saved it. And that's what got the job done for me.

  • Mike DR
    Zendesk Customer Care
    Hi Joanne! That is correct.

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