Links and html broken? in Automation for emails

[Matt S]

Hi all,

I'm trying to figure out why this automation is not working in our service desk on all tickets that have comments applied to them.  The automation sends emails out with all the code in text. Emails used to go out at least with the link to the ticket showing as a hyperlink that the assignee can click but now it just shows the code in all emails.

The text in the comment body uses smart values to reference the name however it only shows as [~EMAIL ADDRESS] in the emailed message and not Surname, Firstname like it does if I go into the ticket and view the comments. These comments in the comment.body code are for the most part canned responses that have been premade.

Also we want to use a company logo at the top which is a link to an internal intranet linked image and thats not working at the moment.

I have attached pics of the automation and how the emails display. I didnt set these rules up and I'm learning as I go but any guidance would be appreciated. 

Thanks

[Jeroen Poismans]

Hi,

It seems like you are on Server / Datacenter. In Cloud I know you can use h1. etc ... wiki style markup .... to do formatting, but on DC I think you need to use HTML to format your email.

In the More options you can then enable HTML:

Give it a try with HTML!

Jeroen