Email template links not working.

[lee mcdermott]

Hi,

 

ive just noticed on the email that gets sent to our agents when a customer updates a call via email.

 

I have a link on the template that is meant to link to the call for the analyst to quickly access the call as below

https://live.hornbill.com/{{instanceId}}/servicemanager/request/view/{{.H_pk_reference}}

 

However although the template does have a link url associated with it when they receive the email it does not contain a link  and is in just plain text.

Is this a know issue? 

I believe this used to work when we used Google mail, we have recently moved to O365.

 

any ideas?

tthanks

lee