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jasminebondc
Contributor ⭐️⭐️⭐️
Jul 9, 2019 1:20 PM UTC
Solved

Email templates removing special characters

Hi all,

Not sure if this is a user error or something isn't working within Gainsight- our CSMs have noticed that when sending emails via email assist, the special characters (even apostraphes) are getting removed, and sacing is very off from the original template. When I drafted the original template, and tested, all was well. No other edits have been made, and we're not sure what may have caused this.

As a note, when originally creating these templates, we did not copy paste the email, and created it within the tool.

Thanks!

    sai_ram
    sai_ramAnswer
    Expert ⭐️⭐️
    Jul 30, 2019 9:45 AM UTC
    Hi All, this is fixed and pushed to release. Please let us know if you still see any issues here.

    Happy posting!

    View in thread

    7 replies

    kelly
    kelly
    Helper ⭐️⭐️⭐️
    Jul 9, 2019 7:02 PM UTC
    In the interim you can go back into the template and hard code all special characters, but it's odd to see this happening with apostrophes.

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      colleen_fleming
      colleen_fleming
      Contributor ⭐️⭐️⭐️
      Jul 10, 2019 1:14 PM UTC
      We are having the same issue but it is also happening in the email template creator. We include an apostrophe, save, then send a test, and it is delivered without the apostrophe and then if we refresh the page the apostrophe is no longer saved in the template. Our CSMs are also experiencing issues with spaces being removed from their sentences when trying to send emails from email assist.

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      Colleen Simmons
        jasminebondcAuthor
        Contributor ⭐️⭐️⭐️
        Jul 10, 2019 1:16 PM UTC
        Hi all, need to report back that this is a bug within Gainsight, and support told me they are working on a fix.
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          hiromi_yamamoto
          hiromi_yamamoto
          Contributor ⭐️⭐️
          Jul 12, 2019 11:02 AM UTC
          We have the same issue, too.

          Does anyone have the idea to avoid using Email templates of Journey Orchestrator?

          We have to stop contact to our customers with Emails.

          Translate
          miguel_rodriguez
          miguel_rodriguez
          Contributor ⭐️⭐️
          Jul 15, 2019 5:10 PM UTC
          we are also experiencing this issue

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          hiromi_yamamoto
          hiromi_yamamoto
          Contributor ⭐️⭐️
          Jul 18, 2019 1:13 AM UTC
          Hi @jasminebondc @kelly @colleen_fleming @miguel_rodriguez

          I confirmed this issue has been resolved after Gainsight 6.4 had been released in our org.

          we started to use Journey Orchestrator again.

          Why don't you check your org?

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            sai_ram
            sai_ramAnswer
            Expert ⭐️⭐️
            Jul 30, 2019 9:45 AM UTC
            Hi All, this is fixed and pushed to release. Please let us know if you still see any issues here.

            Happy posting!

            Translate
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