White, hidden text string at the end of public reply to new ticket
Hello,
When I create a public reply to a new ticket in Zendesk Support, an 11-character alphanumeric text string, with a dash after the 6th character, enclosed by brackets is appended to the end of the email in the requester's inbox. It doesn't appear in my Zendesk support ticket, only in the end user's email.
This text doesn't appear in Channels > Email, HTML template, but is inserted after the {{content}} <div> tag, before the close of the <body> tag, within its own <span> tag. What is the purpose of this text?
View in requester's Gmail inbox:
View of the email, with cursor highlighting:
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Hi Kevin,
The 11-character alphanumeric text string you see at the bottom of your email is system generated and is being used for threading incoming email replies into existing tickets. This will allow for proper threading even in the event that the header information is stripped entirely.
It is written in white font by default so it would blend in with the email's background thus making it "invisible" to users to avoid any confusion.
I hope this answers your question. Thank you!
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Thank you!
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