We have a service management project set up with default email communication settings. Whenever there is an update to a ticket, the customer gets an email as expected. But the email contains black dots instead of the actual comment put in by a service agent. The customer has to click on the link underneath in the default email that gets sent out to view the comment. I have tried to look into our settings and we are using the comment variable in the email template (hasn't been changed, it's the default email template that comes with the project). What can be the next steps to figure out why the value is not being populated by an actual comment put in by the agent and is rather still sending black dots to the customer?
