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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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| Community Moderator Posts: 688 Join Date: Jan 2005 | Zip attachment issue -
01-04-2006, 07:07 PM
If I respond to a user's request by attaching a zip file in a ticket, everything works fine if they collect this message with an email client. If, however, they read their mail using webmail (Horde in particular) it's displayed in line in the message, and there's nothing to click to download. I've checked the Horde settings, tested on another account, and any zip sent through Kayako (.32) shows as raw code in the message. If I send a zip (the same one) to the horde account from my mail client, it's attached and not in the message body. If I download either message using a normal email client, it's all perfect, attachment is normal and opens fine. This leads me to think it's the encoding of the sent message from Kayako, which I believe is UTF-8, not being understood by Horde. Any thoughts here on what I could try? |
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(#2)
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| Senior Member Posts: 5,596 Join Date: Jun 2005 Location: Cumbria, UK |
02-04-2006, 08:03 AM
Have you tried it using any other webmail programs (SquirrelMail, RoundCube, ect) and if so is it just Horde that produces a program or do the rest do it too? Icon Headquarters - Its Elixir - Web2Messenger |
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(#3)
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| Community Moderator Posts: 688 Join Date: Jan 2005 |
02-04-2006, 10:58 AM
The bulk of my users are using Horde, so that's the one that's important here. In addition, the fact that a zip file sent to it directly without using Kayako is fine, leads me to think it's Kayako and not Horde. Is it possible for you to test if this happens on your server as well, if you have the time and are willing? (use email to create ticket, respond via desk with zip, check that response in horde) If it works, what was the encoding from the headers in Horde? No problem if you're too busy. |
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(#4)
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| Senior Member Posts: 5,596 Join Date: Jun 2005 Location: Cumbria, UK |
02-04-2006, 11:14 AM
Hello, I can replicate this issue. The email comes through similar to the following :- Quote:
Best Regards, Craig Brass Icon Headquarters - Its Elixir - Web2Messenger | |
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(#5)
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| Community Moderator Posts: 688 Join Date: Jan 2005 |
02-04-2006, 11:48 AM
Thanks Craig. I'll stick in a ticket here...and maybe a bug report for good measure. |
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(#6)
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| Senior Member Posts: 5,596 Join Date: Jun 2005 Location: Cumbria, UK |
02-04-2006, 02:29 PM
Yea, bug report will get the dev team to notice it faster. Tickets just go to the support team. Icon Headquarters - Its Elixir - Web2Messenger |
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(#7)
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| Community Moderator Posts: 688 Join Date: Jan 2005 |
12-04-2006, 08:25 PM
Just got a notice: Task #1311: ZIP files show as inline text in webmail The reason for closing is: Fixed Fixed in CVS Thanks Kayako.  |
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(#8)
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| Chief Executive Officer  Posts: 2,829 Join Date: May 2003 |
13-04-2006, 01:22 AM
No Problem  Regards, Varun Shoor -------------------------------------------------------------------
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| attachment, zip |
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