Empty emails
Is this every email? Very peculiar. If it's specific emails, I would take a look at the events that send the email. Could be a formatting issue there.
Thanks Lou and Brett. It only affects emails we create rather than those generated externally by customers that we respond to.
We also find that if we copy and paste the content of the emails we generate and resend it, the email content then shows when the customer receives it.
I’ll take a look based on your suggestions and update on here
From your second-to-last response, it definitely sounds like a placeholder problem in your triggers. Check your events and let me know what's firing and we can go from there.
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As Lou mentioned, it would be best to check the events of your tickets to see what email notification is being sent out. It sounds like maybe your notification trigger is missing the appropriate placeholders. More information on placeholders here: Zendesk Support placeholders reference
Hope this points you in the right direction!