Email responses lose formatting

[lcrowell]

There is a problem sending responses in which the formatting (line breaks, paragraphs) are completely lost so that messages composed of more than one paragraph, a series of numbered steps, etc., are being received as a single paragraph. This occurs whether the messages are typed into the contents or selected from the predefined responses, and independent of whether the message is created in kayako or generated from an incoming message.

What's very odd is that the loss of formatting does not occur IF we select our own email (exchange) as the "From:" -OR- a test account that is, similarly, an Exchange email.

The loss of formatting DOES occur when selecting a different "From:" email that is set up on Exchange and POPPed as well as any of the email boxes we have set up on Kayako as PIPEd.

There is nothing different as far as the mail queue configuration for any of these accounts and in Admin > Settings > CPU Optimization & Server > HTML E-Mails = Yes and we tried both with and without enabling SMTP. No difference.

This loss of formatting in responses is preventing us from using Kayako and we'd really like to get this off the ground. We're at a loss why the formatting is retained with certain "From:" email and not others and need to determine how to ensure formatting is retained when sending from any of the mail queues we have configured.

Does anyone have any ideas why this is happening and how to resolve it? Any/all help would be REALLY appreciated!

[lcrowell]

**Please disregard** Problem solved.

[Jamie Edwards]

Would you mind sharing how it was resolved?

Thanks,

[lcrowell]

You bet! The queues that stripped the formatting had a little HTML in the mail signature for formatting purposes. We'll move what we need for formatting to the email templates instead.

[Jamie Edwards]

Thanks, good to know you have it sorted