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  1. Jira Service Management Data Center
  2. JSDSERVER-1942

Allow HTML/Rich text formatting in tickets created through email in Service Desk

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Currently, when a customer sends a email to created a new ticket in a Service Desk project, the content of the email will be converted to plain text.

      Most customers are not aware of this behavior and may use rich text/HTML to organize the information they want to send to the support team.

      Would be useful if JIRA Service Desk could handle the HTML instead of just convert it to plain text.

          Form Name

            [JSDSERVER-1942] Allow HTML/Rich text formatting in tickets created through email in Service Desk

            klin938 added a comment -

            Output from Ansible typically needs to be send as HTML so the mail client can display it nicely, it is sad that Jira could not display it at all..

            klin938 added a comment - Output from Ansible typically needs to be send as HTML so the mail client can display it nicely, it is sad that Jira could not display it at all..

            Dominik Březina added a comment -

            7 years! How comes this hasn´t been included! Or why there isn´t any known workaround!

            We and our customers use html formatted emails and everytime someone sends them into JSM the formatting gets screwed and hard to read. What are email handlers in JSM good for then?

            Dominik Březina added a comment - 7 years! How comes this hasn´t been included! Or why there isn´t any known workaround! We and our customers use html formatted emails and everytime someone sends them into JSM the formatting gets screwed and hard to read. What are email handlers in JSM good for then?

            Dawid B added a comment -

            +1

            Dawid B added a comment - +1

            Laura Craig added a comment -

            I can't believe I sat through an Atlassian webshow of how great and amazing JSM is, yet this BASIC functionality still isn't available. 

            On the plus side, it looks like our new helpdesk manager is open to moving to Service Now because of the multiple dumb missing features in JSM. Thanks, Atlassian!

            Laura Craig added a comment - I can't believe I sat through an Atlassian webshow of how great and amazing JSM is, yet this BASIC functionality still isn't available.  On the plus side, it looks like our new helpdesk manager is open to moving to Service Now because of the multiple dumb missing features in JSM. Thanks, Atlassian!

            Neli Steinlein added a comment -

            +1

            Neli Steinlein added a comment - +1

            Michael Kobert added a comment -

            Still hoping for a response from Atlassian...

            Michael Kobert added a comment - Still hoping for a response from Atlassian...

            Peter Anderson added a comment - - edited

            I have been eager for this, and sent in tickets more than 3 years ago.  And how Atlassian keeps pushing this to a black hole is anyone's guess however super disappointing.

            Peter Anderson added a comment - - edited I have been eager for this, and sent in tickets more than 3 years ago.  And how Atlassian keeps pushing this to a black hole is anyone's guess however super disappointing.

            Gavin added a comment - - edited

            I tested an email formatted with bullets and embedded hyperlink and both seem to work in service desk interface. "Work" = that the email composed in the email shows up as desired in the service desk interface.

            This was tested in a on prem installation.

            However, it does not work with Jira Issues.

            Gavin added a comment - - edited I tested an email formatted with bullets and embedded hyperlink and both seem to work in service desk interface. "Work" = that the email composed in the email shows up as desired in the service desk interface. This was tested in a on prem installation. However,  it does not work with Jira Issues.

            Adrian Dybwad added a comment -

            Oh, and this issue is assigned to an inactive user. GREAT.

            Adrian Dybwad added a comment - Oh, and this issue is assigned to an inactive user. GREAT.

            Charlotte Webbe added a comment - - edited

            I also think this should be an issue, not a suggestion as it makes tickets unreadable.

            Charlotte Webbe added a comment - - edited I also think this should be an issue, not a suggestion as it makes tickets unreadable.

              Unassigned Unassigned
              tsoares Teilor Soares (Inactive)
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                Created:
                Updated: