CC email text | adding a table leads to a large empty space in the email for the recipient


  • Dan Ross
    Community Moderator

    Hey Robert,

    That's strange indeed. Does this happen to all users who receive the CC email, have you tried different mail clients? If this was sent in the main template (not CC) does it do the same thing?

    Can you try putting your template into a piece of dynamic content, and then replacing in the template with the dynamic content? Sometimes we've seem some weird HTML processing with Zendesk. This might be worth checking with Zendesk Support, as all those <br> tags shouldn't be getting added into the email.

  • Brett Bowser
    Zendesk Community Team

    Thanks for jumping in Dan!

    @Robert if you continue to experience issues let us know and we can get a ticket created for you and look into this further.

    Keep us posted!

  • Robert Krom

    Hi Dan and Brett, thank you very much for your replies! 

    The issue persists in different mail clients. However, when I added a HTML table to the main template, the issue didn't occur (thanks for the tip!) so that's a little bit strange.

    I must confess I don't have a lot of experience with the dynamic content functionality of Zendesk, so I decided to go straight ahead with submitting a ticket with Zendesk Support so they can investigate this issue.

    Any updates regarding that ticket will be shared in this post as well for the rest of the community 😊

  • Brett Bowser
    Zendesk Community Team


    Appreciate that Robert :)

  • Robert Krom

    Hi there!

    Here is a short follow up regarding this issue.

    I've submitted a ticket at Zendesk Support. They noticed the problem but were unable to solve it immediately so I've asked them to register this as a bug so it can find it's way to the Zendesk Support backlog.

    In the meantime I have come up with a workaround; instead of using a table, I am using dots (.) in order to align the information. Just like they did this in the MS-DOS age 😊

    The information will be aligned nicely when you are using a monospaced font in your CC email. 

    You cannot use a monospaced font only for your CC emails, however you can use it in your regular email templates and the CC email will then use this font as well.

    When you head over to the Admin > Email > Email templates section, you can change

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

    to, for example:

    font-family: 'Lucida Console',Monaco,Roboto Mono,Courier,monospace;

    (you will have to do this for both div styles in the email template).

    The possible downside is that the emails you'll send to clients/customers/et cetera are affected by this change as well (because a monospace font is used and this looks diifferent than a Sans Serif font.  

  • Brett Bowser
    Zendesk Community Team

    Awesome workaround Robert!

    Appreciate you taking the time to share this with everyone as well as sending a report to our team here :)

    Thanks again!


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