Empty incoming message (end user to admin) if end user sends as rich text

Hi all,

i have searched a lot but can't find a solution to the following problem that occured since last few updates (on-prem version).

If an end user responds to some ticket and his mail program sends it as rich text only than the admin receives an empty mail notification.
It happens only with rich text answers. If the user sends his answer as html than everything works okay and the complete mail body is there.

Does anybody know what has to be changed in order to fix this issue?

Thanks in advance.

Max

Hi maxtailor,
What On-Prem version are you on?
These are a few steps you can take to check origin of issue:
1. Check outgoing email integration settings (for the default email integration)
2. Check if there is and active email correspondence routing rule that might be impacting the flow
These should allow you to pin point if the issues originates in email correspondence routing, or because of a plain text setting in outgoing, or different encoding than utf-8

If still not relevant options reach out to our lovely Customer Care team by live chat or
our Helpdesk

Let us know how it goes,
Cheers,
Maayan

maxtailor wrote:Hi all,

i have searched a lot but can't find a solution to the following problem that occured since last few updates (on-prem version).

If an end user responds to some ticket and his mail program sends it as rich text only than the admin receives an empty mail notification.
It happens only with rich text answers. If the user sends his answer as html than everything works okay and the complete mail body is there.

Does anybody know what has to be changed in order to fix this issue?

Thanks in advance.

Max