We've received a handful of reports from customers saying that emails received from our Zendesk instance are missing the email body.
When I check the customer's original email from the ticket I can confirm that the customer's reply appears to be replying to a blank email from our Zendesk instance, so it doesn't seem like user error.
I haven't been able to reproduce the issue my self but I'm wondering if other Zendesk customers have run into the same issue.
We have a very high ticket volume (20k+ tickets a month) and I've only received about 10 of these complaints so far. It doesn't seem to be a widespread issue but I like to get ahead of this before it gets to be a huge problem.
We made some minor tweaks to our email template in October 18' and about a week later I received the first report of this issue.
Any advice on what could cause this?
Could a change in HTML remove the body completely but only for a small subset of customers?
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