Implementing simplified email threading for email applications



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Charles Nadeau

Zendesk Documentation Team

Edited Jun 21, 2024


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87 comments

Hi all, can anyone please share what would be the best way to preview a template before activating it?

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Joyce

Zendesk Customer Care

Hello Itay,
 
In order to preview an email template, you can create a test ticket with a personal email to see the new changes and tweak the template as needed. As there's no email template preview feature in Zendesk, you will need to save the changes in your template before creating a test ticket. Any changes that you make are immediately reflected in email notifications.
 
You can also visit this article How can I test a new email template? for more information.
 
Hope this helps!

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hello

When I use the zendesk HTML template as describe here, on user side I see the full email content at each reply. Isn't supposed to only show the full history under a show more and open the full tread?

When I remove the "quoted content" in the html template, on user side I don't see the full complete email tread, only the last comment .

It seems that there is issue with the simplified tread maybe or I'm doing it wrong?

 

 

 

 

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Joyce

Zendesk Customer Care

Hi Frédéric,
 
When {{quoted_content}} is added in the HTML template, this displays the message history. The quoted content is usually collapsed in the user's email application, but the user can expand it. In Gmail, for example, the user clicks the ellipsis (…). You can also visit this article about Understanding the system placeholders
 
In addition to replacing the account-level email templates with provided HTML template in this article, the comment data placeholder on your trigger will also need to be replaced with either {{ticket.latest_comment_html}} or {{ticket.latest_public_comment_html}}. You can refer to the Simplified threading placeholder map for more information.

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well that's the issue, when I use quoted content in the template there is no ellipsis to expend to the full history...and that in gmail, outlook etc...

I do use of course the place holder in the trigger.

I want to use the simplified tread but with the issue of seing the full email history it make it almost unreadeable....

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Joyce

Zendesk Customer Care

Hi Frédéric,
 
We have created a ticket to investigate the issue further. We'll continue to work with you via email.

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Hi, my organisation uses both Salesforce & Zendesk.  Also, many of our customers use Zendex email to raise support Cases in Salesforce.

Most work fine, but we have several customers whose email on a specific case is not being presented with a new Message-Id and no previous messages in the references, creating a new Case in Salesforce each time.  Neither is the Salesforce Thread Token included in the response.

What would be causing this behaviour in Zendex?  Is the Agent action, or would it be some email setup that generates a new email each time?

Any advice we can pass back to our customers on the correct process to maintain the header threading information would be appreciated.

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Hi Zendesk Team,

Is there any plans to implement the feature for excising clients by "one click" option? So, you can test new experience and revert back quickly if needed without a need to review and update each affected trigger?

Thanks.

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Mike DR

Zendesk Customer Care

Hi Paul! This would fall under the customer's email setup which we don't have any details for each email clients and they would need to reach out to their IT team or email provider for support.

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I have seen this asked several times in the comments, but I have not seen an answer yet from Zendesk on this. 

With the simplified email threading, is there a way to show the history of the ticket, whether just public comments (for customers), or all comments (for agents/admins) in reverse order so latest comment is at the top of the email and the flow is in reverse order, newest to oldest?
Our agents and customers shouldn't have to scroll to the end of the email to see the latest updates. 

There are work arounds, but they are not ideal, like having the latest comment first, and then the history, but for customers it can be confusing as they see the latest update, and then they're seeing the beginning of the ticket and have to scroll down to get to the end of the email to get the updates in reverse order. 

Thank you!

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I noticed in the documentation that this includes attachments.  Does it only include the attachments for the latest public comment or all attachments related to the ticket? 

{{ticket.latest_public_comment_html}}

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I'm encountering an issue where new responses from customer emails include the entire email history within the ticket. So, with each response that occurs in Outlook, the original email content gets repeated and appears in Zendesk, making the tickets look cluttered and confusing. Can someone please provide guidance on how to resolve this problem?

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I'm not sure if this is what you need, but you can check in Zendesk Dashboard > Admin > Channels > Email and under Email templates remove only the part that says:

{{quoted_content}}

Make sure to do a backup and test if it gives the desired results

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Is there a proper way to fix spacing in Apple Mail?

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Tommy Yes, you can check this example replacement template to fix the issues in Apple Mail: https://support.zendesk.com/hc/en-us/articles/4552860143514/comments/4707999050650

Make sure to do a backup of your existing template beforehand and apply any changes from your current template if needed (if you did any custom modifications)

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What about the agent's avatar in the comments? {{ticket.latest_comment_html}} does not show the avatar.

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JR Lausin

Zendesk Customer Care

Hi Lucas,
 
Thank you for your feedback, unfortunately those placeholders only add the comments and not the avatar there's no option yet to add the avatar on agent comments using placeholder they would still need to set this up on their email domain like in google please check this article.
 
https://support.zendesk.com/hc/en-us/articles/4408821028250-How-can-I-add-a-sender-avatar-in-my-emails
 
Sincerely,

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Would like to try this but it should simply be a feature that’s enabled or disabled with one click. This is not at all friendly to Zendesk customers who started before June 15, 2022.

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I agree with the comment above.  This is not a very user friendly change to make if someone is not well versed in HTML.

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Zendesk should make this easier and simpler to apply.

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Hi, I have accidentally over written the trigger “Notify requester and CCs of comment update”. I have re done the conditions & actions and cant see where i can allow my requester to receive the whole conversation not just the latest public comment. I can only see a placeholder for latest public comment. I want them to see the whole conversation. Can someone please assist? 

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Aimee Peros Please check in Zendesk Dashboard > Admin > Channels > Email and under Email templates to make sure that it includes this part in the HTML template:

{{quoted_content}}

 

If it doesn't, you can use this example template to add it. Please make sure to do a backup of your existing template, make any changes necessary to it and test it before applying:

 

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
<html>
<head>
 <meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
 <style type="text/css">
   table td {
     border-collapse: collapse;
   }
 </style>
</head>
<body style="width: 100%!important; margin: 0; padding: 0;">
 <div style="padding: 10px ; line-height: 18px; font-family: 'Lucida Grande',Verdana,Arial,sans-serif; font-size: 12px; color:#444444;">
   <div style="color: #b5b5b5;">{{delimiter}}</div>
   {{content}}
   <div style="color: #aaaaaa; margin: 10px 0 14px 0; padding-top: 10px; border-top: 1px solid #eeeeee;">
    {{footer}} {{footer_link}}
     </div><br/>
   </div>
 </div><br/>
{{quoted_content}}
</body>
</html>

 

You can also find other examples from the previous comments of this page.

 

Hopefully that helps

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Aimee Peros, We still use the placeholder, {{ticket.comments_formatted}}. That should post all the public comments from the ticket each time the ticket is updated. Here is a picture of our action part of the trigger for “Notify requester and CCs of comment update”. Hope that helps!

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We're still using the {{ticket.comments_formatted}} placeholder, Zendesk will have to pry it from our cold dead hands lol :)

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Hi, 

It's possible to use custom tickets fields value in templates ? 

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Paolo

Zendesk Engineering

Hi Jérôme,
 
Yes, it is possible. To fully customize your template, please refer to this article Customizing your email templates for notifications.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Hello, 

I have a question regarding it says in the instructions that says: "In the "Email user" or "Email group" action in the Actions section of the clone, replace all the content in the email body, including any original comment placeholder,"

What if I want to keep other content in the email body, (more than except the placeholder)? We have different content/text sent out with the triggers that we still would like to write and send out. 

Should I just keep that then, and add the text I want in the email body + replace the placeholder to the right simplified-email-threading-placeholder? 

OR does it not work at all if I keep content (+ add replace new placeholder)? In that case, how can I write content that I want to add and send out in the message?

 

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