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Mandy M.
Joined May 16, 2021
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Last activity Oct 31, 2024
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Latest activity by Mandy M.
Mandy M. created an article,
ArticleHelp with voice
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:
- Find and open any ticket, from which a text was sent.
- Open the ticket events.
- From the Agent Workspace, click this button:
- From the legacy interface, click Conversations > Events:
- From the Agent Workspace, click this button:
- Below the message that triggered the text, look for Trigger > click the name of your trigger, in blue next to it.
- 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. - Save.
For more information, see this article: Zendesk Support placeholders reference.
Edited Jun 27, 2024 · Mandy M.
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