Answer Bot Notifications are not compatible with the deprecated {{Header}} placeholder

Issue Symptoms

When using Answer Bot, the notifications sent to end-users are not rendering correctly and the HTML is being displayed instead of the desired formatting. 

Conditions

• Answer Bot is configured on account.
• The email template uses the {{header}} placeholder.

Resolution

This issue occurs because Answer Bot notifications are not compatible with the deprecated {{header}} placeholder. If this issue is happening in your account you will need to remove the {{header}} placeholder from the HTML Email Template. While this placeholder currently functions with standard email notifications, it produces a malformed or un-rendered header in Answer Bot Notifications.

Unfortunately, there is no supported HTML Email Template placeholder that replicates the look and feel of the {{header}} placeholder. However, you can replicate the look and feel of this placeholder by adding the following code (with appropriate styling added as desired) to the Email Body section of any Notify Requester triggers.

<a href="{{ticket.link}}">Ticket #{{ticket.id}}: {{ticket.title}}</a>

For more information on the supported Email Placeholders, see Customizing your email templates.