Autoresponder Signature Broken - Is There a Fix?

[Elite]

Hi Everyone,

I recently upgraded to the latest stable build (3.20.02) and am having a serious problem with my 'signature'.

I was wondering if anyone else was having this issue...

My emails are setup to send in HTML. In staff replies the signature looks perfect.

But, in the auto-responder, the signature appears as one lone line without any line breaks.

So, instead of:

John Smith
john@example.com
Phone: 555-555-1234
Fax: 444-444-9876
www.example.com

My autoresponder is showing this:

John Smith john@example.com Phone: 555-555-1234 Fax: 444-444-9876www.example.com

Needless to say, this looks very poor and highly unprofessional.

I wrote a support ticket to Kayako and they wrote back saying they know about the issue. I then read a forum post where they said this issue is 'cosmetic' and therefore less critical.

Now, I don't want to come across as someone just randomly complaining and I should point out that I have been a loyal Kayako customer since V2 back in the day. But, I do have to ask, how on earth does a company make an EMAIL SUPPORT SYSTEM, release new stable builds, and overlook the fact that the signature does not display properly.

I don't think it's only me who is of the opinion that the image I present to my customers in emails is important and having the signature squashed onto one line is pretty sub-par.

Does anyone know how to fix this?

Thanks!

[John Haugeland]

Originally Posted by Elite

My emails are setup to send in HTML.

Newlines (and in fact all whitespace) are collapsed to single spaces in HTML. Try adding <br/> at the end of each line to see if that injects line breaks.

For reference, see the following document: Paragraphs, Lines, and Phrases

[Elite]

Hello John,

Yes, of course, blank lines (and all whitespace) is stripped out of HTML.

That is not the issue here.

The question is this...

The signature that is setup for Department X is entered into Kayako.
When someone from Department X replies, the signature displays perfectly with all the proper linebreaks.

Yet, when the autoresponder for Department X gets sent, the line breaks do not work.

So, considering it is the same signature, why does it work in replies and not the auto-responder.

The way I figure it, if it works in one, it should easily work in both.

If you look at this support ticket (UGX-234809) you can see the screenshot I sent to your Support Dept.

Let me know what you think.

Thanks.

[John Haugeland]

Oh. I misunderstood.

I'm going to communicate with you in the ticket from here on in, if you don't mind; having this stuff split between several locations is confusing.

[John Haugeland]

Elite appears to be correct in noting the defect. This is actually completely unrelated to the defect he found elsewhere, despite appearing to be very similar.

This defect is now tracked as bug #635, and may be watched here:
Kayako Bug Tracker - Viewing Issue #635 - Autoresponder and staff email handle HTML signatures differently