Home / Integrations / Zendesk / Make Zendesk tickets look like real emails

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4 comments

  1. This would be the perfect solution if this wasn’t an issue: Any HTML/Markdown formatting is not displayed (bold, italics, underline, ahref text links, etc etc). Any other inline elements such as images will also be reduced to nothing more than a link to the image.

    If we could retain html and inline images we would have perfection. I would love to know if anyone comes up with a solution for that.

    Tip: to make it further look like outlook edit to the following:
    From: {{comment.author.name}} Sent:{{comment.created_at_with_time}} To: {{ticket.requester.name}}Cc: {{ticket.cc_names}} {{comment.value}}

    • Hi Alex – Thanks for your input and the tip. The first email should be displayed in HTML so there are no issues with formatting or markdown. The trailing emails i’ve simply done using the unformatted comments placeholder. That way any emails sent using the web interface by the agent will include all the formatting that they provided.

      RE your tip: Good for anyone who is looking to make it look almost identical to an email, thanks for that. For us it was close enough that it still looked nice and neat 🙂

      Agree that this whole solution isn’t perfect – be great if Zendesk could just create a formatted HTML comments placeholder… sigh.

  2. Hello Moo Master,

    I’ve been asked by my company to make Zendesk emails look like regular emails. We get two complaints from our customers about Zendesk quite often. 1. The email I get from Zendesk does not look like an email. 2. The attachment link at the bottom of the reply. Looking at your code it appears that you have some control over where the attachment link is placed. Is that correct?

    Do you offer any Zendesk customization services?

    Thank you.

    • Hi Scott,

      I haven’t tested, but i believe it is possible to shift the attachment to the top of the reply email. It’s for sure not as neat, but there are limitations as you know with how Zendesk handles attachments. Please comment and let me know what other customizations you’re looking for, or send me an email direct – webmaster@moometric.com

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