Updated Zendesk Ticket Missing Customer Content
Why does my updated Zendesk ticket not show customer content?
If your updated Zendesk ticket isn't showing any content from the customer, it might be due to the email delimiter. Zendesk uses a specific delimiter in email notifications that looks like this:##- Please type your reply above this line -##. The system only displays the text above this line in the ticket.
However, don't worry! Zendesk actually stores the full email, even if it doesn't show in the comment field. To view the original update, simply hover over the original comment, click the arrow that appears, and select 'View original email'. This will allow you to see the entire message that was received. For more details, you can check out the originalZendesk help article.
More related questions
How can I view the full email content in a Zendesk ticket?
To view the full email content in a Zendesk ticket, you need to access the original email. Zendesk stores the entire email even if it doesn't display all of it in the comment field. To see the original update, hover your mouse over the original…
What is the email delimiter in Zendesk notifications?
The email delimiter in Zendesk notifications is a line that separates the latest reply from previous messages. It looks like this:##- Please type your reply above this line -##. Zendesk uses this delimiter to determine which part of the email to…
Can I customize the email delimiter in Zendesk?
Yes, you can customize the email delimiter in Zendesk. The default delimiter is##- Please type your reply above this line -##, but you have the option to modify it. Customizing the delimiter can be done through your email notification templates….
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