How to Make Zendesk Ticket Emails Look Like Normal Emails

We use Zendesk as our core job management system and for the most part love it.

One thing we don’t like is that the end user updates look like ticket updates instead of regular emails so much so that we really took a look at Helpscout as an alternative. It ultimately didn’t suit our needs BUT in the process of digging around we discovered this Zendesk support article that explains how to make requester (end user/customer) updates look like regular emails.

Here’s the link, there’s a bunch of useful stuff in the comments too, make sure you give them a skim:

https://support.zendesk.com/hc/en-us/articles/203661346-Setting-up-an-unformatted-email-template