I have a workflow as part of ticket creation that sends an internal email notification. This notification has a hard-coded wrapper that places the hubspot logo at top then the next line is the subject followed by the body I have defined for the ticket.
I don’t have a problem with the hubspot branding. This picture is ignored by email clients. I do have a problem with the next line since it is a duplicate of the subject line.
Many email clients will show users their unopened emails with the subject followed by a short summary of the first text in the body of the message.
Example:
Notice: Hubspot Incoming Ticket #1234567
Message body summary
In order to utilize this email feature for those who have it (my own email inbox included) - I’d like to be able to make the ticket’s first line have some useful different information (different than the subject already displayed). However, now the way the wrapper is hard coded - my email client ends up showing hubspot ticket messages like this:
Notice: Hubspot Incoming Ticket #1234567
Notice: Hubspot Incoming Ticket #1234567
It does this since the wrapper’s first text is the same as the subject and so that’s what ends up showing in the message summary.
I don’t want this. I would suggest removing this from the wrapper entirely and allow my body to determine what the first text should be.
OR - you can convert the subject to a graphic so it will still display the same way but not be used as text for the email summary by those clients that utilize this feature.
I did read about the workaround of using marketing emails as a way to side-step this kind of thing. However, there are caveats. Why deal with the caveats when the wrapper would be the right way to fix this?
I’m not necessarily looking for a way to edit the wrapper. But the wrapper shouldn’t have any text in it. If that’s me editing the wrapper or hubspot fixing this hard-coding then either way is fine.