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

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  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.

  3. Hello Moo Master,

    I’ve followed the steps outlined but for some reason, any attachments are being stripped from the resulting emails. Any thoughts as to why this might be happening?

  4. Me again Mr. Moo Master! I’m having another problem implementing this code; can’t recall if this was introduced with the fix made recently. Regardless, the code seems to be ignoring the {{delimiter}}. All replies made via email are including all other previous comments, making a mess of the thread. Would you mind looking into this? Thanks in advance!

    • Hi Matthew,
      Is it Agent replying via email or Customer replying via email which are copying the entire thread upon each reply (or both ways)?
      Is it also for every ticket reply, or just a select few replies which is making a mess ?

      • Tested and it appears to be both ways on every ticket. Essentially every time either an end-user or Agent replies via email, it’s taking the new comment, but also including all other previous comments.

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