Reasons Original Email May Not Be Viewable in Zendesk
Why might the original email not be viewable in Zendesk?
The original email might not be viewable in Zendesk if content within the ticket has been redacted by an agent or admin. Redaction is done to protect sensitive information.
Once a ticket comment is redacted, the original email for that comment and any additional inbound email comments on that ticket are no longer viewable. However, comments added before the redaction remain viewable. If the email was forwarded from an external service like Gmail, you can still view it there.
More related questions
How can I view the HTML and original source of incoming tickets in Zendesk?
You can view the HTML and original source of incoming tickets in Zendesk by accessing the original email. This feature allows you to see the text version, HTML version, and source header of the email. To do this, open a ticket created by an inbound…
What is rich content in Zendesk tickets and how is it displayed?
Rich content in Zendesk tickets includes elements like full color, basic formatting, code blocks, tables, and inline images. By default, Zendesk uses the HTML part of inbound emails to create tickets, ensuring that any rich content is retained and…
How can I download the original email source for a Zendesk ticket?
To download the original email source for a Zendesk ticket, you need to access the original email and then download the source. This can be useful for troubleshooting email issues. Open a ticket created by inbound email, click the options menu for…
Can I disable rich content in incoming Zendesk emails?
Yes, you can disable rich content in incoming Zendesk emails if you prefer to use the plain text version for creating tickets. This will remove any formatting from the emails. By default, Zendesk uses the HTML part of inbound emails to retain rich…
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