Does Helpdesk 6 support using HTML with email?

Article:HOWTO59473  |  Created: 2011-10-07  |  Updated: 2011-10-17  |  Article URL
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Does Helpdesk support using HTML (or XML or any other text-based web programming code) with email?


Helpdesk is not designed to be able to use HTML (or XML or any other text-based web programming code) with its email. Its inbox only accepts plain text. Trying to do so can result in various issues, such as:

  • The email body becomes unformatted (no bold face, font styles or sizes, etc.).
  • The email body appears with HTML tags, making it difficult to read.
  • Viewing an incident with web programming results in display issues or errors in the Helpdesk console.
  • Sending an email, even if the contents are blank, results in inbox processing issues for that user. (Email sent that in this fashion, even if blank , is still encapsulated by the web code [HTML].)

To use HTML email, upgrade to ServiceDesk 7.x, which provides support for HTML-formatted email.

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