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Do Zendesk tickets support all types of HTML?

Answered
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Jessica Su (Data)

Posted Aug 04, 2021

Hi Zendesk!

We learned that Zendesk tickets support HTML.  Do you know if it supports all HTML features, or only a subset of HTML?  If it's a subset, which parts of HTML does it support?

Also, do Zendesk tickets support CSS?

Thanks!

Jessica

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8 comments

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    Cheeny Aban

    Zendesk Customer Care

    Hi Jessica,

    By default, Zendesk uses the HTML part of the inbound email to create tickets and comments. This means that any rich content in emails is retained and displayed in tickets. More information can be found here Viewing the HTML and original source for incoming tickets.

     

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    Jessica Su (Data)

    Thanks @...!  For computer-generated tickets (which don't come from emails), do you know if all HTML is supported?  Or is it only part of the HTML language that is supported?

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    Cheeny Aban

    Zendesk Customer Care

    Hi Jessica,

    Would you mind providing more information about your use case?

     

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    Jessica Su (Data)

    Thanks for asking @... :) I am a software engineer and we have a computer program that generates Zendesk tickets to show to humans.  I am trying to play with the ticket formatting and see if, for example, I can embed tables, images, make some parts of the text invisible, do bullets/numbering, etc.

    We haven't decided what to do yet, and there may be other use cases that come up later depending on our business needs.  For now we are just wondering what are the limits on "HTML support" and how far we can go.  Is only a specific version of HTML supported?  Can we embed CSS?  What about JavaScript?

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    Cheeny Aban

    Zendesk Customer Care

    Hi Jessica,

    Yes, you can embed CSS and Javascript. Embedding tables, and images are also possible. You can change the appearance of HTML emails by editing the HTML and CSS in the HTML template. More details here: Customizing your templates for email notifications

     

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    Jessica Su (Data)

    Thanks @..., that's awesome!  I chatted with our team's Zendesk administrator and she said that article refers to outgoing emails sent from Zendesk agents to customers.  Do you know if CSS and Javascript are also supported for incoming tickets being sent to Zendesk agents through the Zendesk API?

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    Cheeny Aban

    Zendesk Customer Care

    Hi Jessica,

    Yes on the CSS, but most likely a no on the JS.

    If you want to style your incoming API tickets with HTML and CSS, you'll want to replace the "body" of the comment objects with "html_body" instead.

     

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    Jessica Su (Data)

    Awesome, thank you @...!  Have a great day :)

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