Tickets -> Breaklines -> Use regular expressions AND wildcard AND plaintext matchers - Kayako

ganesh.rao

Hello,

Ever seen the replies sent from GMail accounts? There is no possibility of adding breaklines in the mail parser for these.

Most of our customers (and I suppose everyone else's) use GMail. This is more so because the tech savvy people tend to use GMail and all the others have Yahoo! and MSN (my view).

Replies sent from these accounts have the staff replies too, making the ticket's page longer and longer.

This is how GMail's reply is formated...

Code:

On 00/00/2008, Kayako eSupport User <user@domain.com> wrote:
>> Text here

I have been thinking about this and to get around this, I guess you can implement what is been used in the mod_rewrite in Apache. For the variable, usage of (.*).

That way, we can have the break line set as...

Code:

On (.*)/(.*)/(.*), (.*) <(.*)@(.*).(.*)> wrote:
>> Text here

I used so many variables above because just to make sure it is actually the text added by GMail and not some other part of the text the client could be sending... now imaging if that went wrong, half of the client's reply will be cropped out!

So... what do you guys say?

**Jamie Edwards** · 01-02-2008, 10:19 AM

Hi Ganesh,

In Version 4, as well as offering the ability to use regular expression breaklines, we will also be providing a simply wildcard parser for those who do not want to delve in the horrors of regex.

ganesh.rao · 01-02-2008, 10:30 AM

This reply could be dum, but is there a way I can get a hold of v4 BETA/ALPHA right now or are you going to keep it a secret?

And good to see that my idea is either been put to use or I just said something that you already have implemented in v4

**Jamie Edwards** · 01-02-2008, 10:33 AM

Quote:

This reply could be dum, but is there a way I can get a hold of v4 BETA/ALPHA right now or are you going to keep it a secret?

I am afraid not

maykelrr · 24-02-2008, 03:08 PM

any ETA at least?

Thanks

craigbrass · 24-02-2008, 03:21 PM

No. Kayako do not give dates out for major releases to avoid disappointment.

**Jamie Edwards** · 24-02-2008, 06:44 PM

Quote:

Originally Posted by maykelrr

any ETA at least?

Thanks

Hi maykelrr; unfortunately we cannot provide an ETA on this, but as soon as we can we will do

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maykelrr Offline New Member Posts: 2 Join Date: Feb 2008	24-02-2008, 03:08 PM any ETA at least? Thanks

craigbrass Offline Senior Member Posts: 5,914 Join Date: Jun 2005 Location: Cumbria, UK	24-02-2008, 03:21 PM No. Kayako do not give dates out for major releases to avoid disappointment. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger