HTML Parsing Woes...

Chris Monteiro · **HTML Parsing Woes... -** 20-08-2007, 11:27 AM

Hi everyone

HTML with the mail parser and Kayako, the two don't seem to get along very well.

Take the following examples:

Customer:

Code:

To Lynx

I want to add a special search to my shop

Me

Code:

Just add
<html>blah blah blah</html>

Now the customer receives the code which is nice. However when I look at the ticket, I see the parsed code, in many cases making it look like I forgot to send the code entirely!

Next scenario, receiving code:

Customer:

Code:

Could you add the code below to my site please?
<html>blah</html>

I do not see the code in question as Kayako ignores it. This is very annoying!

Final scenario, if I tell Kayako to NOT parse html, emails are so messy as to be unreadable

Customer:

Code:

<lame header>rubbish</lame header>
<contact details>blah blah blah blah blah</contact details>
<font attribute1  attribute3 attribute3>Hi</font>
<bullet point><font attribute1  attribute3 attribute3>Hi</font>
<bullet point><font attribute1  attribute3 attribute3>Lame request</font>
<bullet point><font attribute1  attribute3 attribute3><html>example code</html></font>
<bullet point><font attribute1  attribute3 attribute3>- Customer</font>
</rubbish>

Whilst this allows me to see the code in question, it becomes unusable for the about 50% of my customers who send html emails.

How can I:

* Receive code from customers without turning off all html parsing
* Send code and see it in my own correspondence, is there like a bulletin board style code tag I could use?

I corresponded with Kayako via Support, however this resulted in having the html parsing turned off (unusable as mentioned) and then having all html parsed which led to too much formatting information and I couldn't see the code snippets in question anyhow.

Does anyone know what I could be doing here?

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