Ticket update emails format is clumped together for certain users.

Hi Melvin,

From your screenshot it looks like markdown isn't rendering on the customers side in their email. Do you know what email provider the customers are using when they experience this formatting issue? If not it would be worth asking them. 

Generally it comes down to the external email provider and whether they will recognize the HTML or markdown format. If they don't then obviously email threads will look like this and that's to be expected. 

Are the users who report this issue:

- all from the same company or are they all different end-users?

- what email client are the customers using? is it something common they are all using the same, or different ones? 

If you're using the standard email template in Zendesk and nothing customized in your triggers, then I'd dare say the issue is lying externally outside of Zendesk and you'll need to do a bit more investigation with your customers if you haven't done so already. 

Let us know how you go :)

Hey Amie,

We've seen this from different end users, but I believe they all use O365. 

We are sticking to the standard Zendesk Template, is there a know setting charge or fix that can applied to the user side? Maybe a setting they changed at one point or an update they missed?

Thanks for the help!

We're experiencing something very similar with resolution emails. I've seen it both with resolution emails from our own Zendesk instance as well as a Zendesk instance form an external company from which I was getting support. We are using O365, so my suspicion is:

* It is something in the Zendesk default email. It does not have to do with customer modifications to the template.

* It is related to O365. People using other email clients are unlikely to see the problem. But O365 users aren't seeing the issue in anything other than Zendesk emails.