Updated ticket does not show any content from the customer

Issue symptoms

A customer updated a ticket and its status changed to Open. However, the new message doesn't appear on the ticket.

Resolution steps

Zendesk reads each email and looks for the delimiter between the latest reply at the top and the previous replies below. The delimiter is the part of a sent email notification that says:

##- Please type your reply above this line -##

The ticket shows only the text above that delimiter. However, Zendesk stores the full email even if it doesn't appear in the comment field.

To see the original update, hover over the original comment, click the arrow, and select View original email.

For more information about the email delimiter, see:

How can I remove the "##- Please type your reply above this line -##" from my outgoing email notifications?

Customizing templates for your email notifications