Always Reply Above the “Please type your reply above this line” Message

When replying to a support email, it’s important to enter your response above the line that says:

##- Please type your reply above this line -##

If you type your message below that line, your reply will not be visible to us. Zendesk automatically hides everything written under that section, assuming it’s part of a previous message or email signature.

What Happens If You Don’t?

We won’t see what you wrote, and we'll have to ask you to resend your comments.

This is the most common reason we receive blank or incomplete replies. If you sent sensitive information like passwords or configuration details and placed them below the line, we won’t be able to retrieve them.

What You Should Do

Always begin your reply at the top of the email, above the “Please type your reply above this line” message. If you’re pasting a long response, double-check that it starts above the line. Avoid replying within or under the previous message content.

Why Zendesk Does This

Zendesk uses that line to trim long email threads and make replies easier to read. Anything below the line is hidden from our support view.

Need help or not sure if we received your reply? Contact us at support@37solutions.com or open a ticket directly through our help center.

Use The Support Portal Instead

If you sign in to your account in our support portal, you'll be able to manage your new or open support requests. If you don't know how to access the support portal, please read these instructions: How To View Your Support Requests.

Using the portal eliminates the risk of missing communications and ensures a smoother support experience.