Feature Requests
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Add an option to see the original mail from the client (with the original HTML formatting etc.)

ramf shared this idea 1 year ago
Under Consideration

Hi,

Now any mail imported to the ticket system is converted to plain text by using the strip_tags function.

This means that we cannot see the mail as the customer intended us to see (like colors, pictures with HTML tags or any other formatting of the email).

I understand the security reasons and concerns - but maybe the best way to address this issue is to allow admins to manually choose if this ticket is safe (i.e came from someone that you trust - and you expect such a mail) - and if so to allow WHMCS to show the ticket without the strip_tags function.

So a ticket will be imported to WHMCS without the HTML formatting - but admin will have the option to choose if this is a safe ticket that can be shown with the original HTML formatting.

Something like the option in gmail or outlook to download / show pictures if you want.

Another option is to completely separate it from the ticket - by opening such a ticket / original mail in a browser.

So a ticket will be imported to WHMCS without the HTML formatting - but an admin can click some button to see the original mail (with all the formatting etc) in a web browser that will be separated from WHMCS).

What do you think?

Thanks!

Ram

Comments (4)

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1

Excelent idea.

We need this a lot

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Agreed, the current strpi html creates two frequent problems

1. hurts efficiency : many sending email clients end up putting a huge amount of formatting code into the plaintext email ticket message as a result. This actually makes out staff job harder because they now have to fish through the message for the real message in and around the header/formatting code. It wastes our time and makes us less efficient.

2. Client intended messaging : clients, like the OP said, use colours and basic formatting in their message to convey their meaning. We lose this so end up having to ask the client for more clarification, which usually just slows things down and ticks them off for having to repeat themselves.

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1

At the very least, keep the original email as an accessible attachment.

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1

This would be handy when a client forwards an email as currently the forwarded portion is stripped from the ticket.