Issue symptoms

When I automatically or manually forward emails from Outlook to a Zendesk support address, I can't see the content of the email or previous thread in the ticket. However, I can see the content in the original message or ticket preview.

Resolution steps

If you can see the content of an email from the View original email feature but not in the ticket, this means that the format of the email is incorrect. Inbound emails must meet certain criteria and format to be rendered correctly in a ticket.

  • If you forward the email manually, instead of Outlook for desktop, use Outlook on the web.
  • If you forward emails from Outlook (Office 365) to Zendesk, and the original email is modified in some way before the original message, such as the notice banner or warning, this may affect the original format of the email. Remove any modification done to the original email to ensure it is rendered correctly in the ticket.

For more information, see the articles:

  • Updated ticket does not show any content from the customer
  • Why do I receive tickets with "No content" in the subject or description?
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