Forwarding GMail emails to Service Desk causes HTML issue

[Nick Nghiem]

When emails are forwarded from Gmail to Service Desk, the HTML is not properly rendered in the ticket. For example, they show up like this and are incredibly hard to read:

 *From:* Verizon Wireless <[VZWMail@ecrmemail.verizonwireless.com|mailto:VZWMail@ecrmemail.verizonwireless.com]>
 *Sent:* Sunday, December 16, 2018 10:52 PM
 *Subject:* You have a line on your account reaching its 4G LTE data allowance.| 
| 
| 
| 
|!http://ecrm.verizonwireless.com/img/om/pd/responsys/MenuConsumer/sp.gif!| 
!http://ecrm.verizonwireless.com/img/om/pd/responsys/MenuConsumer/2017_logo_vzw.png!{color:#000000}{color} <[http://ecrmomcl.verizonwireless.com/documentmanager/openaccess/EmailHandler/c.do?a=ECRMOM&c=1016093025&i=E06ABBDC-6917-003A-D170-D662082343BB&t=http%3A%2F%2Fwww.verizonwireless.com%2Fbusiness%3FEMHID%3Daebbbc055c158e0380f21b8e36a53413%26cmp%3DEMC-OM-TID_1016093025&vt=Nav-logo]> 
|!http://ecrm.verizonwireless.com/img/om/pd/responsys/MenuConsumer/sp.gif!| 
{color:#747676}Review the details.{color} 

This only happens with forwarded tickets. Tickets that are created and sent directly from Gmail has no issues.

[Angélica Luz · Accepted solution]

Hi Nick,

Thank you for getting in touch with Atlassian Community!
This issue may be related to the renderer of the field Description.
Go the Project settings > Fields >  to edit.
Then, search for the field Description, click on Renderers and change it to Wiki Style Renderer > Update.

Please, give it a try and let us know how it goes.

Regards,
Angélica

[RentalHost]

This does not work for me.  I have wiki style renderer and I still see the non-html rendering.

[Angélica Luz]

Hi White Linen Homes,

I've checked that you opened a ticket related to the same issue.
As mentioned on the ticket, you need to check the HTML email parsing.
Please, go to Jira Settings > Products > Email requests > HTML email parsing and check the checkbox to convert HTML emails to Wiki Markup.

Regards,
Angélica