This help file will guide you through what actions to take if your messages are not displaying properly in eDesk.

Before you start 

  • You need to have an eDesk account. To find out how to create one, click here.
  • Some troubleshooting might require an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
  • Check that HTML is enabled

The most common reason why your ticket would show truncated or parts of the message are missing would be if you don't have HTML enabled on your Mailbox Settings.

This is how you can easily activate this option:

  1. Go to Settings → Mailbox Settings → Channels

  2. Select the channel in question and click on the Mailbox tab.

  3. Scroll down and tick the Support HTML emails option.

  4. Then click Save Changes.

Once you select this option, any new ticket imported should display just fine.

  • Check with Support to reprocess the message

If you recently enabled the option Support HTML emails in your account and would like one of your messages to be downloaded again into eDesk so it will show properly, you can choose to contact our Support Team so they will reprocess the message in question for you.

Alternatively, you can look at consulting the EML file, as explained below.

  • Check the EML file

If you recently enabled the option Support HTML emails and would like to quickly consult the original message without contacting Support, you can choose to download the original .EML file.

This is how you can easily do it:

  1. Click on the ticket where a message isn't displayed properly.

  2. Look up the message in question and click on the three dots to the right.

  3. After that select Download Source .eml file.

  4. This will download the file directly on your PC.

Once downloaded, you can open the EML file to consult the full message that was received.

Still experiencing issues?


Don't hesitate to contact our Support Team for help!