Why do dotted lines appear in SMS sent to my customers?

Question

What is causing dotted lines in text messages?

Answer

Outbound text messages show dotted lines when sent from HTML placeholders, from the trigger linked to your message:

• {{ticket.latest_comment_html}}
• {{ticket.latest_public_comment_html}}

To avoid sending dotted lines:

1. Find and open any ticket, from which a text was sent.
2. Open the ticket events.
   • From the Agent Workspace, click this button:
     
   • From the legacy interface, click Conversations > Events:
     
3. Below the message that triggered the text, look for Trigger > click the name of your trigger, in blue next to it.
   
4. In your trigger Action, replace the above existing HTML placeholder starting with {{ticket.latest_ with {{ticket.latest_public_comment}}. This placeholder will display unformatted text and won't add dotted lines.
5. Save.

For more information, see this article: Zendesk Support placeholders reference.