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Response to emails no longer includes a copy of the email body

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Mike Glew

2021년 3월 12일에 게시됨

Some time ago, the response to emailed zendesk tickets included the contents of the email sent to zendesk and included in the ticket.

Now all I get is:

[Request received] <the email subject>
1 message
sales@xxxx.zendesk.com <sales@xxxx.zendesk.com>
Fri, Mar 12, 2021 at 6:07 PM
To: My Gmail <username@gmail.com>
##- Please type your reply above this line -##

Your request (#27481) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email or click the link below:
http://xxxx.zendesk.com/hc/requests/27481

This email is a service from My Customer Support Helpdesk. Delivered by Zendesk

The email body sent is no longer included.  

I have tried manually adding {{ticket.description}} into the Notify requester of received request trigger, but this has no effect.

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    Jacob the Moderator

    Zendesk LuminaryCommunity Moderator

    Hi Mike!

    I hope I'm understanding you correctly, let me know if I'm off the mark 😉

    A little over a year ago there was an update to suppress certain placeholders from adding content to emails at ticket creation - this is to prevent someone from using a Zendesk form to send spammy/phishy content to users.  

    There's an article here that explains it better than I can:

    https://support.zendesk.com/hc/en-us/articles/360053706053

    Hope that helps you out.

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