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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 2 years 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 (8)

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Hi,

I agree with hcamelion.

I gave his this exsample via ticket:

"......customer will send us a mail from there regular email software / provider (like Gmail, outlook etc.) and we will be able to see the same formatting that we use. Now when a customer us a mail (let's say using Gmail ) and add some text in bold - There is no way for us to see that the customer used bold to emphasize a specific text etc. Up until now we couldn't add text in bold our self - but since adding markdown support there is a way for us to send customers mails with all kind of basic formatting. The same formatting that we use should be allow to be added to the ticket system via mail - I guess this means that the "strip_tags function" should be updated to let some basic formatting in to the ticket system - as least the same formatting that we can use with the new markdown system."

".... I see the problem, but I'm talking about selective and manual process that the admin have to manually select in order to view the mail. not something that will work automatically.Maybe such a mail should be opened in some kind of a sandbox or via another browser tab or maybe a preview button like the one we have in markdown that can be only viewed by an admin - in a view only mode. I'm sure that such a "sand box" option to view mails is something doable."

Please try to push this forward...

Thanks!

Ram

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There is already a feature request regarding it:

https://requests.whmcs.com/topic/add-an-option-to-see-the-original-mail-from-the-client-with-the-original-html-formatting-etc

No need to open new feature requests - please search the system.

WHMCS - Please merged the old one with the new one.

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This would be nice, though I won't hold my breath.

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

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

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yes, WHMCS fix this now after many years, many are using Gmail also as a backup only to read or see the mail contents better than in the ticket system.