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Email Import Getting Cut Off


We have a wordpress site that we use to collect project information that then sends an HTML formatted email to our HelpSpot install so that the project can be prioritized and assigned to staff. Occasionally helpspot cuts off the email half way through and the information that was remaining is lost.


Hi Eric,

My guess is that the formatting of the email is bad or sometimes bad and when HelpSpot cleans the email to protect the system it’s unable to figure out that the remaining is OK (because the formatting isn’t OK).

If you don’t have PHP Tidy installed on your server installing that can help the system clean the emails.

Also, if you have control over the formatting of the email try and make it as simple as possible and make sure it’s valid HTML.


I’m not sure if I have PHP Tidy installed or not but will look into that really quick. I thought that it may be the HTML formatted incorrectly also, so I used a different HTML template and it still bombed out. I don’t think it’s my HTML as it is simply tables and that is all, nothing special. That and I tested with another HTML template.


Yes I already have PHP Tidy installed. And I know it’s not the HTML formatting that is the issue. Any other thoughts?


Are these emails especially long? Is it possible to post up or send in an example of one of the emails that were cut off (before getting cut off)


Here is an example of the Raw email that is getting cut off:

Received: from (LHLO ( by with LMTP; Mon, 23 Sep 2013 14:08:15 -0500 (CDT)
Received: from (unknown [])
by (Postfix) with ESMTPA id 41373501A6A5
for; Mon, 23 Sep 2013 14:08:15 -0500 (CDT)
Date: Mon, 23 Sep 2013 19:08:13 +0000
From: Lamar Allen
Subject: 091513e573 Beltone
X-Priority: 3
X-Mailer: PHPMailer 5.2.4 (
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/html; charset=UTF-8

Retail Insertion Order







Sales Assistant
Lamar for Casey Cotton

Sales Rep Sales Rep Email Sales Rep # Main Contact
Lamar Allen 364 Jean Solomon
Advertiser Advertiser Email Account #
Beltone 1629997
Billing Instructions New Accounting Info? Address
Benton Co. Combo, open Sunday rate: $23.25 pci. Total: $1499.62. No
Billing Contact Charge To Phone
Jean Solomon

Create Ad Number

Advertising Market Start Date
Northwest 09/15/2013
Ad # La Prensa Ad # FreeWeekly Ad # Neighbor Shopper Ad #
Product Special Section
BC Combo

Ad Information

Visit Beltone’s Discovery Days
Width (Col) Height Tab Width (Col) Tab Height Classified Width (Col) Classified Height
3 21.5


Day Date Publication Position Colors Price/Billing/Notes
Sunday 09/15/2013 Benton Co. combo Main News Far Forward (MNFF) b&w 1499.62.

Frequency Insertion

Frequency Start Date End Date Day Choices

Plus Add-On

Plus Add-On? Ad Comes From Customer Email
Click-Through? How Many Clicks? Click-Through Link
Over 30 Days? Plus Billing Details

Creative Service Instructions

Pickup Ad #

Ad to come via…

Email From FTP Account Ad Delivery Service Other
Number of Proofs Email Proofs To Files Uploaded

Detailed Instructions
ad being modified by Jennifer Doyle. Please proof to me and Thanks, Lamar