Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Keep links into mail-created ticket on jira cloud


when tickets are created from mail thanks to mail handler, all the structure of mail is lost. 

More problematic the links are also fully removed. 

Is there any way to keep the links ?



3 answers

0 votes

Hi Thomas and welcome to Atlassian Community!

Just for us to better understand and help you with this issue, would it be possible to send us a screenshot of how the description is appearing when it's opened through the email channel? If possible send a test email to create a ticket that doesn't show any private information, so you can send us a screenshot of the ticket and also from the email for us to understand how the email looks like and what is the result on the ticket.
Are you using a custom email address or the email generated by Jira?




see below screenshot of mail result in outlook, and result in jira. (text of mail is not the same here, but obviously it is same structure for all) 

I use a custom email which read IMAP folders. 


thx for any help!

Screenshot from 2019-03-14 09-29-44.pngScreenshot from 2019-03-14 09-42-47.png

There are some configurations that may cause this issue, please check the settings below:

- HTML email parsing
Go to Jira settings > Products > Email requests > Enable HTML email parsing.

- Wiki markup renderer
Go to Project settings > Fields > Screenshot 2019-01-31_10-36-47.png > Search for the description field > Renderers > Check if the renderer is set to "Wiki Style Renderer".



 the wiki style rendered is well set on the projects yes. 


However, I don't have any HTML email parsing options. 

When I go into Jira settings / Products I don't have any items "Emails requests". (only a Product access which doesn"t help either).




no ideas? how get this param "Enable HTML email parsing" ??

Hi Thomas,

If you are only seeing the option Product access, maybe you are only a site-admin and not an administrator of the instance. Can you please go to Site Administration and add the group administrators on your profile?
Also, just to make sure that we are on the same page, are you facing this issue on ticket created on a Jira Service Desk project?


Ahhh no. I have the standard Jira, not the service desk one.

0 votes

Hi Thomas,

Thank you for the information and sorry for the misunderstanding.
In this case, Business and Software projects don't have the HTML parsing option, so we have a feature request suggesting to improve this for this type of project:
Please, click on vote and watch to receive updates about the feature.


Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Desk

The Complete Guide to Atlassian for ITSM

Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to At...

2,259 views 14 22
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you