Ajax Interface/HTML Embedded Email

[nebrl1]

I have 2 issues with the eSupport application that need to be addressed.

You have advertised 2 key functions of the application that to date do not work. These functions were critical to the decision to purchase your application. Your new Gold release as far as I can tell does not address these issues.

AJAX Based Rich User Interface
eSupport comes with rich AJAX Based (Technology pioneered by Google and used in GMail, Google Maps) Interface allowing you to work smarter and efficiently. This technology helped in implementation of the popular Instant Response System (IRS) that displays realtime results from knowledgebase to your clients before they submit their issues. You can also easily reference Knowledgebase Articles or Download Items when replying to tickets.

Enable HTML Emails
If Enabled, All Outgoing Mails will be dispatched as HTML. eSupport will also send a Text version of the Email as MIME Part to allow Email Clients that do not support HTML to view the email. You can edit all the Emails under Templates > Manage Templates.

When a customer response email is composed, inserting knowledgebase articles into the responses, all HTML formatting is stripped out. Embedded links, images, etc are lost. If a text message is composed, an embedded link cannot be sent. Instructions must be given to the customer to Copy/Paste the URL in the Address Bar of Internet Explorer.

This is totally unacceptable. Please include solutions for resolving this issue immediately.

Thank you in advance for your response

John Crawford
Nelson Electronic Technical Support Manager
Thomas Nelson Publishers Inc.
jcrawford@thomasnelson.com

[Grant]

Hello,

I feel that it is best that you email varun AT kayako.com

He can address these issues in a more timely and swift fashion.

Thanks and Regards,

Grant