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

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



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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.

39 Comments

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Citric Digital commented 3 weeks ago
Voting for this please WHMCS!
billie34 commented 1 month ago
Add an option to see the original mail from the client (with the original HTML formatting etc.) https://geoguessrfree.org
Steve Duckfield commented 16th July
I think this is a good idea!
anderson.deda commented 27th December 23
We will open call for whmcs weekly, everyone opening and informing that this item is the most popular in the support department.
Adam Romer commented 6th November 23
I've been having issues with this too. The imported emails are not stripped tags properly and are constantly being imported with unformatted CSS and email headers making the tickets nearly impossible to read. This is severely impacting our ability to provide timely and accurate responses through the support ticket system. The email sensitization needs some improvements.
Steve Kemp commented 26th June 23
we get so many clients who aren't real tech savvy who send thru emails with text in different colours and weights where they ask us to follow what's in red or in bold etc... makes it very hard to figure out without digging thru the server to find the original email
anderson.deda commented 1st June 23
I had the pleasure of meeting Math personally, as well as people who develop the system.
WHMCS is a fantastic system, it has a lot of extremely interesting features, it really helps us grow and drive the business.

The problem is that some basic things end up missing from the system, this is one of those basic things.
As the company grows, more people perform support work and some of these people have a slightly more limited ability to interpret emails.

HTML emails are extremely important to maintain the original appearance, this is without a doubt something basic to maintain efficient communication between contractor and contractor.

The WHMCS folks could at least get back to this request!
Russ Michaels commented 16th January 23
I recently came across supportpal.com which you can replace to replace WHMCS built-in ticket system.
I have been considering switching to this.
Alexander Stusse commented 20th January 23
Yeah but this comes with additional Costs for a Feature that should be already integrated long time ago.
itristanjason commented 8th April 23
Have you tried out supportpal Russ?

I'm curious to see people's experience with this. It looks pretty interesting, especially as a self-hosted platform (which I'm a fan of).
Russ Michaels commented 11th August 23
itristanjason yes I did test it out and it seemed pretty good. I just don't deal with enough tickets to warrant the extra cost.
currently I just have to resort to logging into my gmail and looking for the original email in deleted items if I need to,
thankfully it doesn;t happen very often.
anderson.deda commented 16th August 23
Good morning.
It's stressful having another tool to accomplish something that's basic.
Whenever we have a demand and we think like this, we will need to have several systems.
System to manage payments, to manage proposals, for CRM, for support, I can extend this list a lot.
Whenever a person joins the company it's crazy, 30 system to create passwords, to update, to reset passwords....
This is definitely not an option that should be seriously considered.
Scott Landers commented 26th November 22
Please let us see HTML emails like... every other support platform on the market...
David Ciobanu commented 27th June 22
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.
Beny commented 22nd June 22
I'm also waiting for this feature!
Shane Shaban commented 23rd May 22
Very important feature. We need to be able to view the original email with HTML as the client intended
ramf commented 18th December 21
@Russ Michaels you can open .eml file with your browser and see the email without a need to use outlook.
Nadasdi Janos commented 16th December 21
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.)
Russ Michaels commented 17th December 21
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.
sol2010 commented 20th October 21
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.
David Ciobanu commented 9th July 22
bit of a cumbersome workaround ...