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

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 ...