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

Question

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

Answer

This is known as the email delimiter text and this keeps comments separated in the email. The delimiter prevents all of the other text in the email from being added to the reply. This feature ensures new content is added to the ticket as a separate comment.

If you want to remove the ##- Please type your reply above this line -## line completely, see the article: Adding and removing the delimiter from email notifications.

You can also customize your delimiter's text, font size, color, and type. To edit the text follow the steps below.

In Admin Center, click the Channels in the sidebar, then select Talk and email > Email

Locate Mail delimiter

Type in your personalized delimiter between 20 to 65 characters long

To edit your delimiter font size, color, and type, make changes to your Email template HTML. Your edits should be on the same line as the placeholder. Don't make these changes on any other line as it will affect the rest of your text.

Note: HTML template editing is not enabled by default. To enable editing in the template, contact Zendesk Customer Support.