Hi @ayinuha,

Greetings from Freshworks Community!

I get that you're having trouble with the outgoing emails. Can you send a screenshot of the problem so we can check it out?

Cheers,
Sneha.

Hello,

We have problems with incoming e-mails. When someone writes to the e-mail address of the ticket system, the following content arrives in the ticket system.

If my understanding is right, the actual ticket description is not attached to the ticket, and instead the content "Not given" is included.

Please DM me the Freshdesk account URL ( it goes in the format yourcompany.freshdesk.com) and the EML file of this email. Instructions on how to get email headers:
https://mxtoolbox.com/public/content/emailheaders/

We were able to at least partially solve the problem. As soon as we checked “Send signed messages as plain text” in our employees’ Outlook settings, the emails were displayed correctly again.We have set this setting on all internal computers via group policy. However, we will still not be able to read external users who have not ticked the box > It would be nice if development tried to see if this is still possible.

@ayinuha, We expect the email headers to include both text/html and text/plain headers. If the text/plain header is missing, there will be issues with the description content. It is important that all incoming emails adhere to this format.

@ayinuha, Kindly share the EML file of this email so that we can check what happened here?
Instructions on how to get email headers:
https://mxtoolbox.com/public/content/emailheaders/