Help REMOVE ##Please type your reply above this line## - in emails preview - google for example



  • Cristian Ene


    This is what I meant

  • Socorro Fernandez

    Hi Cristian!

    Welcome to the Community!


    I do have a potential work around but I have only been able to test it with Gmail and Outlook 365. Please use the following at your own risk and recommend you test any platforms that your customers may be using to ensure the delimiter is working as intended.

    For this work around, we are going to move the delimiter from the body to the head of the email template. This would remove it from preview since preview is looking for text in the body but the delimiter text would still be visible in the body of the email.

    More information on the email template can be found here: 

    1. Access your email template with the pathway Admin > Channel:Email and then scroll down to email template.

    2. Locate and move the delimiter line as shown in the screenshots. From line 14 to right before </head> in the default template and then save:



    Please take caution on this is a custom update and I highly recommend you test this thoroughly as email clients may may treat email templates differently.  


  • Brett Youngberg

    I had submitted a request for this and was told it was in the plans. I can't find my feature request. Is this being worked on by Zendesk so we can control the email preview text - specificially so it doesn't contain the ##Please type your reply above this line ## delimiter?

  • Brett Bowser
    Zendesk Community Team

    Hey Brett,

    Not sure why your Community post was archived but I was able to locate the original post and add it back to our Support Product Feedback forum. You can find your post here.

    I was able to reach out to our Product team here and it does look like this is still planned but we don't yet have an ETA of when this will be released. I recommend following our Announcements section as any changes will be mentioned here.

    Let me know if you have any other questions :)

  • Andrew Orner

    @Socorro Fernandez: Here's what I had done to hide the delimiter: 


         <div style="color: #FFFFFF;">{{delimiter}}</div>


         <div style="color: #FFFFFF; display: none;">{{delimiter}}</div>

    Is there any difference between our methods? 

    I'm brand new to ZenDesk- what are the repercussions of this? I've seen from other threads that this can lead to confusing tickets with comments duplicated, but I haven't seen that in my testing. 

  • Socorro Fernandez

    Hi Andrew!


    If you add the display: none; property, it will hide the delimiter within the body of the email. It will not hide the delimiter from the preview text as shown above. At least when testing with gmail :)

    The only repercussion I really see is the customer will not be able to see the delimiter and may add their reply below the delimiter. This is what causes the additional comments as it will send the whole email string rather than just the reply from the customer if they had replied above the delimiter.

    For example, if you had a few replies back and forth with a customer and the customer replied below the delimiter, the entire email string will show up as one comment from the customer which would contain all of the previous comments and may make it confusing.

    Please let me know if you have any questions. Thank you!




  • Jiri Fait

    Hi, is there any way how to hide it only in certain email notifications? I mean, we have a custom CSAT emails sent from ZD to customers and this line appears there - so it is not very nice... 

  • Brett Bowser
    Zendesk Community Team

    Hey Jiri,

    I wasn't able to track down a way to have this hide on only certain emails at this time. Since there's only one email template, removing the delimiter would affect all your emails being sent out from Zendesk.

    Let me know if you have any other questions for me.


  • Mendy Giter

    Hey so I did as suggested and it worked, there is no "## please reply above this line ##"


    I still see something else, in brackets it was never there until I removed the standard wording.

    How do I get rid of it?


    Thank you for all your help in advance

  • Socorro Fernandez

    Hi Mendy,

    I was not able to recreate or see this set of characters in the email preview for a few test tickets I did in a default tenant. 

    If you create another ticket, is it showing the same exact characters?

    Couple things to double check:

    • the business rule sending this initial email to see if this text is attached
    • any text added to the html template footer

    Please let me know. Thank you.

  • Dan Cooper
    Community Moderator

    Hi Mendy Giter

    It looks like you have the {{ticket.encoded_id}} in the subject line of your outgoing email triggers or automations (example here).  This is what generates the bracketed id in the subject line.  

    As for removing the delimiter.  Zendesk's What's New page currently indicates that there is an Early Access Program for removing it.  There aren't any links so I suspect it's still in progress, but it sounds looks like another solution is in the works for this. 

  • Kristal Offutt

    Dan Cooper I'm not seeing this option in the page but not seeing anything on platform either. Do you know what the status is?


    Thank you.

  • Dan Cooper
    Community Moderator

    Kristal Offutt,

    The What's New page changes pretty frequently, It looks like the EAP topic is in Limited Availability and located here: Delimter Removal


Please sign in to leave a comment.

Powered by Zendesk