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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 3 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 (12)

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1

Yes, I think this would improve the ticket system to such an extent that it would make it even more usable.

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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.

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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.