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outgoing email formatting

Hi everyone, 

My team and I only receive incoming requests via email. Customers only receive replies via email. 

One thing that we have noticed, is that when out reply email has a hyperlink in the body, it shows up at the bottom of the email reply under a dashed line. It can be quite confusing to our customers. 

Is there an add on or any changes I can implement that would keep the hyperlink in the body of the email?

Screen Shot 2020-10-29 at 6.08.24 PM.png

1 answer

0 votes
Brant Schroeder Community Leader Oct 29, 2020


  This is not normal service desk behavior.  Do you know if your email client or appliance is doing this?   Does this happen on other emails that you receive?  Does the service desk email address need to be added to a whitelist?

Hyperlinks look fine within service desk when we type them out and when we receive them from customers.

The screenshot is what it looks like to customers when they receive a reply from us in their email inbox. We use the [Name|URL] format. So I'm not sure if we're doing something wrong, if it's a Jira configuration I can change or if it's something that the email client is doing.


Brant Schroeder Community Leader Oct 30, 2020

Are all your customers from the same company?  Is this happening to all your customers?  If you create a test account using a gmail account does it happen on that?  It looks like something that occurs to help prevent someone from clicking a link in an untrusted email. You can preview the customer notifications in Jira Service Desk by going to Service Desk Settings -> Notifications.  This will show you what the emails look like before being sent.  

I tested sending a reply to my gmail account with the same results. Screen Shot 2020-10-30 at 9.51.52 AM.png

Brant Schroeder Community Leader Oct 30, 2020

Are you using a custom email account to send and receive emails?

Yes, we have a specific customer service email address that customers write in to. That opens the ticket. But, when we reply, it sends from a different email address 

Brant Schroeder Community Leader Oct 30, 2020

Is the address that it is sending from managed by your company? 

Yes, it's managed by our company 

Brant Schroeder Community Leader Nov 02, 2020

Can you check with them and see you have a mail filter or appliance in place that would be making this change.

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