Tables inserted in the "Reply To Customer" fields do not come across in the notification email

[Marcus Jones]

We use the "Reply To Customer" field in our projects quite heavily. This facilitates communication between the agent and customer and helps us keep all request activity in the same location. As part of our process, we insert a table in to the "reply to customer" field with options for the customer to approve or decline. When we insert the table, it appears in the "reply to customer" editing experience and can be edited/formatted. Once this is saved, the table appears in the request and also in the customer portal. The issue happens when we send a notification email with the comment that allows the customer to get an email with their options instead of having to go to the portal (This is the preferred experience), but the table is not in the email. I have tested this quite heavily and I can not get any of the tables to come across in the notification email. We have the "Public Comment Added" notification for customers turned on and all other input works as expected, except for tables. 

[Kian Stack Mumo Systems · Accepted solution]

@Marcus Jones, 

It took me a little bit to track this down, but I think what you're seeing is a known issue and tracked underneath this bug - https://jira.atlassian.com/browse/JSDCLOUD-10453. It looks like in particular, the merged cell you have in your table is contributing to the problem.

Can you try it without the merged cell and see if that works?

Thanks,

Kian

[Marcus Jones]

Hey Kian, thanks for the suggestion. I just tried it and after removing the merged cell it worked! It could be an annoying workaround until hopefully Atlassian can resolve this. I also added my vote to the ticket you shared. 

Thanks again!

[Kian Stack Mumo Systems]

I voted for it too. Hopefully it'll move from long-term to short term-backlog sometime..