Incoming HTML messages

[pscs]

If a message comes in as only HTML, then Kayako seems to display it as the raw HTML

In Settings -> Tickets, I've got it set to 'HTML Entities'. So, is that causing the problem?

The issue with that is that if I have that set to 'Strip Tags' (the default, IIRC), then it strips "tags" from plain text messages! So, if a message comes in with '<bibble' text in it, the message is truncated from that point.

Should I set this to 'No Processing', even though it's not recommended, or will that do something odd as well? It seems as if the 'HTML Conversion' settings ignore whether the original message was plain text or HTML, even though that's a key factor in deciding how to handle '<' characters...

Ideally, I'd want plain text messages to show '<' as '<', and HTML messages to have 'no processing', with "dangerous" tags (<script>,<style>, <object> etc being removed), but I can't see how to make it handle different types of messages differently.

[Jamie Edwards]

Hi pscs,

In Settings -> Tickets, I've got it set to 'HTML Entities'. So, is that causing the problem?

Yes, this is the setting causing the raw HTML to be displayed. You can change the content priority in the Mail Parser settings from HTML to Plain Text - if present, the plain text version of the e-mail will be parsed before the HTML version is (if a plain text version is present, that will be used instead of HTML).