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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Initial Contact Email Will Not Display Entire Body

I am a relatively new user to osTicket and would really appreciate some help!

I have an initial contact set up that will send out an email upon the creation of the ticket- Currently on the ticket thread, just the details section of the email will show. I am trying to figure out how to have the entire email body displayed (the personalized greeting, text I have preset in the email body, the details and the signature). Keeping track of exact correspondence is vital and I am hoping this is possible.


  • You really have not provided us with enough information to assist you.  Please help us to help you by reading and following this thread: Please read before requesting assistance.  Thank you.

    I do have some additional questions though:
    Are you using HTML Thread? (admin panel -> settings -> tickets -> Enable HTML Ticket Thread:)
    What version of osTicket are you running?
    What email client are you experiencing this with, and have you tried others?
  • ntozier- Thank you so much for the link to the thread about things to read before requiring assistance. Reading through it, I did not believe that any of these things applied to us, but as I am not the IT person I am not completely sure.  I do see that our PHP version is 5.4.29 if this helps.

    In regards to your questions:

    We are using the HTML Thread, are running version 1.9.1 and we are experiencing this with Outlook. We are currently unable to try other email clients as this is mandated for our agency.

  • "We are using the HTML Thread, are running version 1.9.1 and we are experiencing this with Outlook."

    You will want to upgrade then.  1.9.1 had a formatting bug in emails to Outlook because of how outlook handles HTML bodies.
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