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Response to emails no longer includes a copy of the email body

  • March 12, 2021
  • 1 reply
  • 0 views
M

Some time ago, the response to emailed zendesk tickets included the contents of the email sent to zendesk and included in the ticket.

Now all I get is:

[Request received] <the email subject>
1 message
sales@xxxx.zendesk.com <sales@xxxx.zendesk.com>
Fri, Mar 12, 2021 at 6:07 PM
Reply-To: sales+id27481@xxxx.zendesk.com
To: My Gmail <username@gmail.com>
##- Please type your reply above this line -##

Your request (#27481) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email or click the link below:
http://xxxx.zendesk.com/hc/requests/27481

This email is a service from My Customer Support Helpdesk. Delivered by Zendesk

The email body sent is no longer included.  

I have tried manually adding {{ticket.description}} into the Notify requester of received request trigger, but this has no effect.

    1 reply

    Jacob20
    • Jacob20
    • March 12, 2021

    Hi Mike!

    I hope I'm understanding you correctly, let me know if I'm off the mark 😉

    A little over a year ago there was an update to suppress certain placeholders from adding content to emails at ticket creation - this is to prevent someone from using a Zendesk form to send spammy/phishy content to users.  

    There's an article here that explains it better than I can:

    https://support.zendesk.com/hc/en-us/articles/360053706053

    Hope that helps you out.

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