Formatting incoming emails to JSM

Question

Hi,

We have an issue of formatting incoming emails to JSM tickets? When emails come into a ticket it is creating a very tall thin column of text which is difficult to read/unattractive. I am being asked to improve the formatting but I don't know how to change it or if thats possible

It looks like the text is being placed within a thin column in a grid/table. Is there a way to widen/remove the column? Any idea why it is being formatted in this way?

In email settings we have "Enable HTML email parsing" and "Use default detection to hide signatures" enabled.

Any help would be appreciated.

lisa.jackson · Answer

Hi @Mark Higgins

Thanks for the reply. It is very odd!

I think it’s only happening with emails coming from a certain system.

I got a test email sent across and I’ve attached the view from the email log and the view within the project. One thing that stands out to me along with the odd layout is the "!!" at the top... where's that coming from?!

Raw email as shown in logs:

Project View:

Mark Higgins · Answer

Hi @lisa.jackson

That is weird, but I guess you already knew that.

Is it just one project, where this is happening?

If you to to the logs of the email address, look at view logs and then raw email, are you able to see what the email looked like when it arrived?

Mark