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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 146 Join Date: Feb 2006 Location: Lakeland, Florida - USA | Strange amount of space in e-mail parsing? -
19-05-2006, 05:25 AM
I don't know if its supposed to be this way or not, but im getting a LARGE amount of space before and after the contents of someones e-mail when the item is parsed and added to the ticket. I'm using an exchange server and running outlook 2003 within a windows environment (server 2k3 workstation XP). Its currently set to parse them in html to allow formatting but it was doing it the same in text. Any hints would be nice. Also, i noticed that im not getting an autoresponse of receipt on new e-mail tickets; is there something i have to setup for that? (I am receiving e-mails on new tickets through webpage just not when submitting for new e-mail) |
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(#2)
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| Chief Executive Officer  Posts: 2,829 Join Date: May 2003 |
19-05-2006, 10:03 AM
Can you please explain this with some screenshots? I would like to see screenshots with both text and html parsing enabled. Re Autoresponder, Did you configure your PHP mail functions? You can make eSupport/SupportSuite use SMTP by setting it under Admin CP > Settings > CPU Saving & Optimization. Regards, Varun Shoor -------------------------------------------------------------------
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(#3)
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| Member Posts: 146 Join Date: Feb 2006 Location: Lakeland, Florida - USA | Here are the two images text, html, and a live sample. -
19-05-2006, 09:23 PM
Here are the two attachments. I got the SMTP reply to start working, and you guys have been a big help on that. I will need to get with someone on live response issues where staff replies can be seen, but not users. I'll mark that elsewhere (its using the latest winapp from the forums). Let me know what you think about these pictures though.livesamplehtmlspace.jpg createdsamplehtmlandtextfilter.jpg |
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(#4)
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| New Member Posts: 11 Join Date: Nov 2005 |
31-05-2006, 12:05 PM
Same problem here. |
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(#5)
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| Member Posts: 39 Join Date: Jan 2005 |
31-05-2006, 08:40 PM
Same problem on emails that are sent into esupport via Outlook. The notifications of clinet reply is also showin the CSS in the body. |
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(#6)
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| Member Posts: 51 Join Date: Jun 2006 |
09-06-2006, 06:33 AM
I also have the same issue with outlook putting a very large space at top of tickets. I have Opened the raw ticket and pasted it here I belive that outlook is useing window and creating a html based mail with a lot of rubish in the message body. Code: <html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:st1="urn:schemas-microsoft-com:office:smarttags" xmlns="http://www.w3.org/TR/REC-html40"
xmlns:ns0="urn:schemas-microsoft-com:office:smarttags">
<head>
<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii">
<meta name=Generator content="Microsoft Word 11 (filtered medium)">
<o:SmartTagType
namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="country-region"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="place"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="Street"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="City"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="address"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="PersonName"/>
<!--[if !mso]>
<style>
st1\:*{behavior:url(#default#ieooui) }
</style>
<![endif]-->
<style>
<!--
/* Font Definitions */
@font-face
{font-family:"Century Gothic";
panose-1:2 11 5 2 2 2 2 2 2 4;}
@font-face
{font-family:"Comic Sans MS";
panose-1:3 15 7 2 3 3 2 2 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0cm;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman";}
a:link, span.MsoHyperlink
{color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{color:purple;
text-decoration:underline;}
p
{mso-margin-top-alt:auto;
margin-right:0cm;
mso-margin-bottom-alt:auto;
margin-left:0cm;
font-size:12.0pt;
font-family:"Times New Roman";}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:Arial;
color:windowtext;}
@page Section1
{size:595.3pt 841.9pt;
margin:72.0pt 90.0pt 72.0pt 90.0pt;}
div.Section1
{page:Section1;}
-->
</style>
</head>
<body lang=EN-AU link=blue vlink=purple>
<div class=Section1>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Please could you create me a demo account for ABC123 company<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Century Gothic"><span style='font-size:
10.0pt;font-family:"Century Gothic"'>Regards,</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
<p class=MsoNormal><st1:PersonName w:st="on"><font size=2 face="Century Gothic"><span
style='font-size:10.0pt;font-family:"Century Gothic"'>Mayank Chavan</span></font></st1:PersonName><font
size=2 face="Century Gothic"><span style='font-size:10.0pt;font-family:"Century Gothic"'>.</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=2 face="Century Gothic"><span style='font-size:
10.0pt;font-family:"Century Gothic"'>Analyst Programmer</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><img width=230 height=46 id="_x0000_i1025"
src="cid:image001.jpg@01C68646.AECF6D20" align=baseline border=0><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
</div>
</body>
</html>
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(#7)
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| Member Posts: 146 Join Date: Feb 2006 Location: Lakeland, Florida - USA | i got teh reply -
10-06-2006, 04:07 PM
i got the reply from the staff that says its not a program issue its the filtering on the ticket. If you go to the place in the admin settings for tickets and you change the option for e-mail under the table Post Text Conversion to No Processing, then it will clean up the e-mails. However i don't like having it that way overall as security is still important and also if you are using the "ticket preview" option with the java, alot of the time it still shows the headers and html encoding without showing you the actual data. However- all the spacing is removed in new tickets. |
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(#8)
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| Member Posts: 51 Join Date: Jun 2006 |
14-06-2006, 02:54 AM
That was also my main problem that the preview of the ticket some times shows the raw email body and its a pain to have to open the ticket as most of my tickets will come from outlook :-( |
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