# Internal Email Wrapper Problem - Can't Edit **URL:** \ **Category:** Tickets & Conversations\ **Tags:** notifications\ **Created:** [March 17, 2026, 6:32pm UTC](https://community.hubspot.com/t/internal-email-wrapper-problem-cant-edit/147369 "2026-03-17T18:32:11Z")\ **Posts on this page:** 3\ **Page:** 1
**Author:** ![JasonDev](https://avatars.discourse-cdn.com/v4/letter/j/65b543/32.png) [@JasonDev](https://community.hubspot.com/u/JasonDev)\ **Post date:** [March 17, 2026, 6:32pm UTC](https://community.hubspot.com/t/internal-email-wrapper-problem-cant-edit/147369/1 "2026-03-17T18:32:11Z")
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. ---
**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\ **Post date:** [March 17, 2026, 6:40pm UTC](https://community.hubspot.com/t/internal-email-wrapper-problem-cant-edit/147369/2 "2026-03-17T18:40:33Z")
Hi @JasonDev, To my knowledge, there aren’t any options to configure this. The best place to request this from the product team would be the ideas section of the community: [https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot\_Ideas](https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas) Best regards! ---
**Author:** ![JasonDev](https://avatars.discourse-cdn.com/v4/letter/j/65b543/32.png) [@JasonDev](https://community.hubspot.com/u/JasonDev)\ **Post date:** [March 17, 2026, 6:43pm UTC](https://community.hubspot.com/t/internal-email-wrapper-problem-cant-edit/147369/3 "2026-03-17T18:43:26Z")
Yeah, reading the docs I saw they already said it’s hard coded. Which was why I was posting. But being my first post - I don’t know which buckets to funnel this kind of request into so thanks for the pointer.