Outgoing HTML Emails Need Staff To Code HTML in Tickets?

[Elite]

Hello All,

I’ve had a Kayako support ticket open on this issue for over a week now, so I figured I would turn to the experts in the forum to see if anyone has any ideas….

I pretty much have my V3 support desk setup, but I’m having this one *major* problem when it comes to replying to tickets.

I have my settings setup so that I send outgoing emails in HTML.

The problem is that I will type a reply to a ticket like this:
--
Hello John,

This is an example of a reply to your ticket.

This is the second line of my message.

Have a good day.
--

Then, when the message lands in my customer’s inbox, it looks like this:
--
This is an example of a reply to your ticket. This is the second line of my message. Have a good day.
--

Everything appears on one long line.

When writing a reply, I actually have to type in HTML ‘BR’ tags or ‘P’ tags in order to get a line break to show up.

You can imagine how much that slows down the entire ‘responding to tickets’ process.

There has to be an easier way to do this that I am missing where SupportSuite interprets blank lines and inserts the the necessary code into the reply.

Any ideas?

Thanks in advance!

--
FYI: I’m running version 3.04.10

[supportskins]

I do not think this will work. For the simple reason that the ticket module is designed to filter HTML codes as it no longer uses WYSIWYG editor which was available in v2. Due to which your reply will be dispateched as text without HTML codes. A confirmation from the developers will be better. This is as far as my knowledge goes, I can be wrong

[Mahesh Slaria]

Hi Elite,

You can send HTML code with emails without any issues.
The issue of no break lines and <BR> tags is fixed. If you are facing this issue please email me and I will send you patch for that.

Regards,

[Elite]

Hello Mahesh,

Thanks for jumping on this issue right away, I really appreciate it.

Needless to say, the ability to reply to tickets properly is very important for my help desk system and this current bug prevents that from working.

I did get your emails this morning, but unfortunately when I ran some tests, nothing was fixed.

I would type a reply just like I cited in my original post in this thread, but when it is received by my customers, there are NO linebreaks at all. Everything I type appears as one long string.

I have updated my Kayako support ticket with screenshots so you can see exactly what I mean.

I’m sure other people are effected by this issue (unless I’m the _only_ lucky one, hehe) so I will try to update this thread with any helpful info I obtain.

[dcohn]

I had the same issue. Whjen I updated to 3.04.10 I had it even worse.

But I found that I had to add <BR> to the HTML tags that I do not remove.

Go to the AdminCP/Settings/MAIL PARSER/General Parser Options

This is how I have it set. The last one is where it stopped being one long line of code. I added <BR> as one of the Valid HTML tags.

But I was then still seeing <br /> in all my emails. I then went through all my templates and the ones that were RED had to have REVERT clicked since I just upgraded to 3.04.10. That did it for me.

Email Content Priority
Each Incoming Email can have two types of contents, HTML and Text. The Email Content Priority decides which Content Type eSupport should store for the Incoming Email. It is recommended that this value should always be set as Text. Text

Parse Reply-To Header?
If Enabled, The Mail Parser will use Reply-To as primary email. This might result in security risks if abused. Yes

Strip <SCRIPT> Tags
Toggle the Removal of SCRIPT Tags. It is *highly* recommended that you do not disable this option, Doing so allows your clients to run arbitary Javascript code in your Staff Web Browser whenever the Ticket is Opened. Yes

Allow HTML Tags
Whether or not Parser should allow HTML Tags in the Content. No

Valid HTML Tags
Specify the Tags that the Parser will not remove for the incoming email.
<a><b><br><i><u><font><hr><strong>

[hwb]

Originally Posted by Mahesh Slaria

Hi Elite,

You can send HTML code with emails without any issues.
The issue of no break lines and <BR> tags is fixed. If you are facing this issue please email me and I will send you patch for that.

Regards,

No this has most assurdly has NOT been fixed. I'm trying your new trial today 1/7/2008 and it still does not work...

[magic7s]

Have you tried using <pre> tag? Put it at the beginning and end of your post and it will keep all formatting?

FYI,
I did not test this.

[magic7s]

Originally Posted by magic7s

Have you tried using <pre> tag? Put it at the beginning and end of your post and it will keep all formatting?

FYI,
I did not test this.

I take it back. Emails add the break lines for me. Using current stable version.