Hi,
We just put Freshdesk into production mode and there's a major issue with replies - sometimes the replies show up as blank and we can't figure out whether they're going out as blank emails to the requesters, or if the information is in there somewhere.
Attached is what it looks like (circled in red).
The ticket XML for that entry looks like this:
<helpdesk-note>
<body/>
<body-html><div></div> <div><div></div></div></body-html>
<created-at type="datetime">2014-01-30T13:54:48-07:00</created-at>
<deleted type="boolean">false</deleted>
<id type="integer">XXXXXXX</id>
<incoming type="boolean">false</incoming>
<private type="boolean">false</private>
<source type="integer">0</source>
<updated-at type="datetime">2014-01-30T13:54:48-07:00</updated-at>
<user-id type="integer">XXXXXXX</user-id>
<attachments type="array"/>
</helpdesk-note>
We've tried a variety of approaches to consistently recreate the issue and we can't figure it out - the requests are handled in different ways, ranging from typing directly in, to copying and pasting sections, to copying and pasting in the entirety. Before the reply is sent, the content is actually visible in the text editor.
Any idea what is going on?
