How can we improve WHMCS?

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



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
Merged Ideas
    Convert HTML emails from clients so they show in the admin as intended by the client
    Hi,We get the following types of emails from clients:Replies to our emails where in their email client they use a different color text to separate their reply from our question.Same thing but they use bold.They use bulleted lists from time to time.We need to see them as they were intended.

25 Comments

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Yeah, may all the spirits of Milton Keynes inspire our hard-working WHMCS developers to enable HTML in the ticketing system.

Let us press the button to "Show HTML", kill the strip_tags, refresh the page and ta-da!

Please please please.
I'm also waiting for this feature!
Very important feature. We need to be able to view the original email with HTML as the client intended
@Russ Michaels you can open .eml file with your browser and see the email without a need to use outlook.
it would be great if we could download the original e-mail as .eml file. It would contains all the original e-mail headers, formatting, and attachements just like an e-mail software.
We could open these .eml files with any locally installed e-mail software, and we can see the the original formatting, headers, etc.
(I used other ticketing system with this feature, it was easy to use, and very useful.)
simply being able to click a button and view the original email within WHMCS is sufficient.
no need to download ,eml files
in fact this would not help either as we do not use outlook, we only use gmail, so have nothing to open such files.
I send a CC email copy of all support emails to a gmail account for every piped email - that way, if it gets missed in WHMCS or if there are attachments that WHMCS doesn't like - or some other failure, I have a copy of it. Plus, WHMCS doesn't handle forwarded emails very well (strips out all the addresses etc) and clients often don't realise this - so being able to look at the Gmail copy (including all the headers) is really essential. I would encourage you to do the same.
Why is this still a request?
ramf shared this idea 4 years ago <--- years going... change waiting.
this is a important need
Please vote and share this important feature request so other will know about it and vote also.
You have no idea how absolutely necessary this is!

We, like many hosts, use WHMCS for our [email protected] address. When an abuse report for spam comes in, the message is clipped and we can't see it. Nor can we see headers.

And when an HTML message comes in with a hyperlink, it's stripped so we can't click it. And since WHMCS deletes the original email after importing from the mail server, we need to do some funky stuff to get it back.

C'mon WHMCS, this is one of the most basic features you could imagine. Simply grabbing the message source and putting it into a viewable text box or downloadable .txt file would take you less than a day's work. We need it! Please!
This would save so much time!
This is sorely required.
We have a lot of problems with content missing in tickets that leaves us unable to deal with tickets.
For example emails from domain registrars, which have links in them to approve domain transfers, which we cannot click because there is no link.
We have to go and extract the mail from the deleted folder of the mailbox when this happens, which is a royal PITA.
I am in agreement.

Client just sent me an email saying "what do you think of this newsletter design".

Email in WHMCS is basically stripped of all html.

My workaround at the moment so I dont look inept is I route a copy of support emails to a folder in my email account so I can refer to the email the client is talking about, not ideal for large teams but works for now.

WHMCS does need to put something in to give US THE USERS the choice to display html or not.
Yes, I think this would improve the ticket system to such an extent that it would make it even more usable.