Fix Dotted Lines in SMS Messages
Why do dotted lines appear in SMS sent to my customers?
Dotted lines in SMS messages are caused by HTML placeholders. When you send outbound text messages using HTML placeholders like{{ticket.latest_comment_html}}or{{ticket.latest_public_comment_html}}, dotted lines may appear in the message.
To prevent this, you need to replace these HTML placeholders with{{ticket.latest_public_comment}}in your trigger actions. This change will ensure that the text is unformatted and won't include dotted lines. For more detailed instructions, you can refer to theZendesk Support placeholders reference.
More related questions
How can I stop dotted lines from appearing in my SMS messages?
To stop dotted lines from appearing in your SMS messages, you need to adjust the HTML placeholders in your triggers. The dotted lines are caused by using placeholders like{{ticket.latest_comment_html}}or{{ticket.latest_public_comment_html}}….
What HTML placeholders cause dotted lines in SMS?
HTML placeholders like{{ticket.latest_comment_html}}and{{ticket.latest_public_comment_html}}cause dotted lines in SMS messages. These placeholders include HTML formatting, which results in the appearance of dotted lines. To avoid this, you…
How do I change the trigger action to remove dotted lines in SMS?
To change the trigger action and remove dotted lines in SMS, you need to replace the HTML placeholders in your trigger. The dotted lines appear due to placeholders like{{ticket.latest_comment_html}}. Open the ticket from which the SMS was sent,…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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