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Vladimir Kochkovski's Avatar

Vladimir Kochkovski

Joined May 16, 2021

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Last activity May 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Vladimir Kochkovski

Vladimir Kochkovski commented,

CommentFormatting and customizing your email

Aimee Peros Please check in Zendesk Dashboard > Admin > Channels > Email and under Email templates to make sure that it includes this part in the HTML template:

{{quoted_content}}

 

If it doesn't, you can use this example template to add it. Please make sure to do a backup of your existing template, make any changes necessary to it and test it before applying:

 




 
 


 
{{delimiter}}
{{content}}
{{footer}} {{footer_link}}


{{quoted_content}}

 

You can also find other examples from the previous comments of this page.

 

Hopefully that helps

View comment · Posted May 14, 2024 · Vladimir Kochkovski

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Vladimir Kochkovski commented,

CommentFormatting and customizing your email

Tommy Yes, you can check this example replacement template to fix the issues in Apple Mail: https://support.zendesk.com/hc/en-us/articles/4552860143514/comments/4707999050650

Make sure to do a backup of your existing template beforehand and apply any changes from your current template if needed (if you did any custom modifications)

View comment · Posted Dec 08, 2023 · Vladimir Kochkovski

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Vladimir Kochkovski commented,

CommentFormatting and customizing your email

I'm not sure if this is what you need, but you can check in Zendesk Dashboard > Admin > Channels > Email and under Email templates remove only the part that says:

{{quoted_content}}

Make sure to do a backup and test if it gives the desired results

View comment · Posted Oct 26, 2023 · Vladimir Kochkovski

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Vladimir Kochkovski commented,

CommentFormatting and customizing your email

Eddison thank you for the reply.

In my own workflow, that's exactly what I did. I removed the quoted_content placeholder from the template.

I found that most tickets either have CC added from the very beginning or not at all (so nobody misses anything).

Also found this to be compatible with most email clients, including Gmail and Apple Mail, and their way of grouping conversations.

However, I'm not sure if it's something I can recommend to everyone, as their workflow might be different

View comment · Posted Oct 11, 2022 · Vladimir Kochkovski

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Vladimir Kochkovski commented,

CommentFormatting and customizing your email

Eddison thank you so much for the mention and for the solution! I appreciate that.

If possible, it would be nice if the original article can be updated with the additional info, just to make it easier for the users

View comment · Posted Oct 11, 2022 · Vladimir Kochkovski

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Vladimir Kochkovski commented,

CommentFormatting and customizing your email

@nick I had the same issue.

As a workaround, I used this template that's a hybrid from the older version with the proper padding for Apple email and the new version with the Simplified Email Thread.

Here is how it looks:




 
 


 

   
{{delimiter}}

    {{content}}
   

      {{footer}}
     


      {{quoted_content}}
   

 



Hope it helps.

Make sure to test and make any changes needed to match your template before using it though.

View comment · Edited Sep 12, 2022 · Vladimir Kochkovski

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Vladimir Kochkovski commented,

CommentFormatting and customizing your email

Just wanted to update the thread that I've tested the new update as mentioned by Benjamin Kirsch and I'm happy to say that the {{quoted_content}} tag now correctly displays the actual support email address, instead of the personal address of the agent:

 

I think the Simplified Email Threading now works as intended.

 

There is one more thing to note: it seems that the new Email Template should also include the delimiter tag for the accounts that use that feature:

{{delimiter}}


Otherwise, if the tag is missing and it's not disabled in the settings, each new ticket reply in the Zendesk Dashboard seems to include parts from the previous emails, which might make things messy.

 

Please update the Email Template in the tutorial above to note this if possible for accounts that use it.

 

For reference, this is the working email template that I use now with the Simplified Email Threading and it seems to work properly:




 
 


 

   
{{delimiter}}

    {{content}}
   

      {{footer}}
     


      {{quoted_content}}
   

 

View comment · Edited Jul 11, 2022 · Vladimir Kochkovski

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Vladimir Kochkovski commented,

CommentFormatting and customizing your email

Benjamin Kirsch Thank you so much for the new update and for the heads-up!

I will go ahead and implement it right away and will let you know how it goes as soon as possible.

View comment · Posted Jul 11, 2022 · Vladimir Kochkovski

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Vladimir Kochkovski commented,

CommentFormatting and customizing your email

Shayan Moussawi Thank you for the mention and I'm glad if you found the template useful.

From my testing, I found that if you use the tag {{quoted_content}} without the delimiter separator tag {{delimiter}}, it doesn't cut properly and you will get small parts of the previous email inside the ticket replies in the Dashboard.

However, if there is any official info whether the {{delimiter}} needs to be used, I would love to hear it.

View comment · Posted Jun 29, 2022 · Vladimir Kochkovski

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Vladimir Kochkovski commented,

CommentFormatting and customizing your email

Thank you so much AntonMi and Tyler Swanson for the replies and for confirming the bug.

Hopefully it will get resolved soon, so that we can use the new Simplified Email Threading Experience as intended.

I've found a couple of smaller issues also with the new Email template (at least on my account) and have posted a workaround above. That comment is currently pending approval, but I guess it should show up as soon as the mods approve it

View comment · Posted Jun 24, 2022 · Vladimir Kochkovski

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