In the helpdesk email, the text or individual words appear in light gray font. We don’t know when and why this happens. It appears for different users. Since we get everything displayed “normally” in the Zammad online editor, we cannot proactively work around this.
I believe this is caused by some of the HTML-formatting in your emails. In your mail-to-ticket setup, are you able to convert mails to plain text before a ticket gets created? Can you try requesting the ticket body by using the api and see if there’s some weird markup in there? (curl -u username:password https://yourHost/api/v1/ticket_articles/by_ticket/{ticket_id})
I’m at a bit of a loss here as to where the color code inline CSS is coming from, I don’t even think there is a way to set text color via Zammad shortcut keys, correct? My only idea is either a browser plugin is causing it or the user copy and pasted the text from somewhere, but the later is not an option as they claim they did not.
today I noticed, that this is not only happening when pasting a text. It also happens (from time to time), when using text modules. I don’t know exactly how we can reproduce it, but I suspect that this time it was due to too many new lines
We got the same issue. I already blamed my colleagues that they do not copy&paste without formatting but it happens also when using text modules. v6.5.0-1746002457.c775dc83.bullseye
That’s the obvious answer and I had thought of that but it doesn’t seem to be the cause. The formatting is done randomly, at least from my point of view not reproducible, and sometimes from (unformatted) text modules as well as manually written text. I can send ticket examples (privately). If I’m not mistaken, this unwanted formatting has only occurred recently.
In our case, it happens when you insert a URL in the ticket text (formatted or unformatted doesn’t matter) and then insert a text module on the same line.
