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I had a case, an user sent a Ticket from another language different than English, and the ticket content was: “???????? ??????”

Is there a place I can manage the encoding of the supported languages? I saw I can change fields language and notifications, but when someone send a ticket in another language, it appears with “???????? ??????”. Is it a problem coming from the persons mail?

Thanks!

Greetings @manovades. Thanks for contacting Freshworks community. The email-to-ticket creation process may encounter issues with special characters if they are not properly encoded. While Freshdesk accepts all types of emails, we recommend encoding the email content in UTF-8 to ensure that the displayed content matches what you receive.

Please verify if the email is UTF-8 encoded. If not, please contact your team to ensure that UTF-8 encoding is applied in the content type headers, as shown  in the screenshot below.

If the problem persists even after encoding the email, kindly inform us. We will obtain the EML file from your side and investigate it with our email team.

 

Thank you,

Sujitha. 

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