Tickets - WYSIWYG editor

[elephant]

Note from Kayako staff: Please note that this discussion is out of date (it was started in 2005). We are currently revisiting the request, and will reopen this thread once we have feedback.

Replying

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One of the most flexible parts of eSupport is the reply area. Here you can choose from predefined replies, quote a user, use the WYSIWYG editor to highlight certain text, or even move, close and add a note to ticket at once.

Since we have WYSIWYG editor for KB articles, when inserting these HTML KBs into a ticket, it shows the HTML code.


Should the WYSIWYG editor be an option for the ticket area? And then I suppose the next question should the ticket history be shown in HTML.

[Varun Shoor]

Hi,
We are trying to avoid providing a WYSIWYG editor for Tickets module. That when combined with HTML emails have caused nothing but problems for our clients.

Issues which relate to Formatting of incoming email, Stripping of Code etc. I was thinking of perhaps making the system strip the tags out of Knowledgebase Articles.

Let me know your suggestions, we will follow the best path on this based on user feedback.

Regards,

Varun Shoor

[Olate]

I agree. There is really no need to format ticket responses with a WYSIWYG editor as it just adds an extra headache when getting rid of the tags for non-HTML e-mails.

[elephant]

So we might need something that converts HTML style KB articles back into text.

[Olate]

Originally Posted by elephant

So we might need something that converts HTML style KB articles back into text.

That isn't needed with the current setup afaik because they are never sent out or displayed in an unformatted style.

[alansp]

I do feel that when you reply to tickets, having to enter html codes for next paragraphs, and bolding, italics could be a problem for all of our sales guys, this should have a work around.

[Raul-Lopez]

Please include the WYSIWYG editor for Tickets module . As optional , if it optional i dont see any problem to include it. A lot of customers of Kayako want WYSIWYG editor for Tickets module . Plz consider reinclude it for the kayako v3 final

[VineHosting.com]

I would suggest including the editor...
I cannot imagine 1/2 the guys using this system having to learn code just to use it.

You could always make this an option to turn on/off per staff member.

[IanWild]

I'd support BB code for this, but you can't have something in the code that will break when used with HTML emails, even if it is optional.

Ian

[Raul-Lopez]

I want the same as :

"Enable WYSIWYG Editor
This Option allows you to Enable/Disable the WYSIWYG editor for Creation or Editing of Knowledgebase Articles"

but for Tickets

"Enable WYSIWYG Editor
This Option allows you to Enable/Disable the WYSIWYG editor for Creation or Editing of Tickets"

Best solution for all customers i think.

[mital]

i think if kb has wysiwyg then ticket reply should have same cuz converting the html to text is really non-understanding thing as it does not have proper formatting when it is a full page article.

rather to do that if there is option to push link only for kb then it would be really good for reply or creating new ticket from staff.

can anyone help on this ?

[Raul-Lopez]

Any news? where are Kayako stuff? should say something, we dont want wait for this.

[mital]

no news on this yet updated.. i think kayako staff is really busy with commercial stuffs.

i received my ticket reply after 4 days saying they are facing some delays replying but after week it will be recovered.

[Raul-Lopez]

I think kayako finally will include the option of use or no the editor in the tickets module. Is the best solution for all .

[Neil-UKWSD]

Hi,

The WYSIWYG editor will not be added into the tickets module at all, this caused numerous issues in v2 with formatting, replies not going out and blank replies due to break lines.