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Enable TINYMCE Editor for Tickets as well as Auto-Save functionality

sol2010 shared this idea 5 years ago
Declined

It would be an enormous help to be able to :

1) write support replies using HTML

Even simple things like adding bold or header styles would be a bonus

2) Auto save feature

I've lost count of how many times I've written a reply

only to lose it because the system timed out, or I navigated away for a

short time, or I accidentally clicked another link before copying it!

Thanks

Best Answer
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This has been marked as declined specifically because it refers to TinyMCE.

Rich text formatting in support tickets is something that is high up on our roadmap, but the direction we're looking to head in not just for this, but for a lot of rich text formatting within the product moving forward is Markdown thanks to its lightweight, easy to use and easy-to-read plain-text fallback. Plans are already underway for this to be introduced to ticket replies.

Comments (84)

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My only concern with this is that the real reason i need support for html is because a client will send emails, actually many clients, where they type their replied in a different color or they will indent their replied to our questions. Sometimes they add bullets and all kinds of things they have available int their *html* email client. So I don't get why you would use markdown if emails clients outside of the whmcs platform itself are html formatted emails. So unless your going to convert emails recieved in html into a markdown equivalent upon import I don't see markdown as the right choice. This is a two way communication and we need to support the formatting that is being sent into the system as much as our formatting sent out of the system.

Can you comment on this specific issue of recieving formatted emails from customers email clients?

Also I think the original poster or moderator should put in a feature request for auto save separately so people can vote on each item independently. By they for the auto save feature I use https://chrome.google.com/webstore/detail/lazarus-form-recovery/loljledaigphbcpfhfmgopdkppkifgno?hl=en and it works well. I haven't lost a halfway written ticket in a long time. If you don't use chrome I am sure other Open Source browsers have a similar plugin.

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Hi hcamelion - I highly recommend opening a new feature request regarding receiving/converting HTML formatted emails from customers. Markdown support and auto ticket text saving functionality were introduced in 6.3. As such, we have no plans to change from Markdown formatting in the near future.

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Auto save is already a reality thanks to my request!

As for client html emails, that's because they are replying inline and inline answers always get stripped out because of the Break Lines.... if you search the WHMCS forum, you can find a way to disable the break lines and that will allow the inline replies.... as for client html - it's removed to avoid security issues and I for one don't wish to see that changed - we already get enough hack attempts.

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I added a new feature request. In the end I don't care what is used markdown/html/somethingelse but it needs to support everything an email client will send us.

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New Feature Request in consideration of the markdown development. Please go to the feature request link below and vote on it and add your concerns and comments. I was told by someone to create a new feature request for this.

I have no problem with markdown being used as long as incoming emails from any kind of html client is converted to markdown and that markdown can handle anything an email client will send to us. I think it is a oversight not to understand emails coming into the system have formatting as much as emails going out.

https://requests.whmcs.com/topic/convert-html-emails-from-clients-so-they-show-in-the-admin-as-intended-by-the-client

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Also i am sure WHMCS devs can find a PHP library that handles this conversion...you may have to consider security but other than that I don't see it as a huge deal. Maybe 2-3 days of development and testing:

https://github.com/Elephant418/Markdownify

https://www.google.com/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-8#q=php%20convert%20html%20to%20markdown

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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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hi ramf, i think your feature request is different, mine says to convert from html to markdown, yours says to allow seeing the original email in some way, i support both methods as they both get to the end goal but we will let community members and WHMCS staff decide which way to do it.

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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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This is the relevan link for the feature request regarding this issue from several months ago:

https://requests.whmcs.com/topic/allow-the-same-formatting-options-that-where-added-with-markdown-to-the-client-reply-formatting

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It seems even WHMCS John admin agrees with you @ramf but he's created his own request! Make of it what you will.

https://requests.whmcs.com/topic/email-piping-to-import-malformed-emails-from-office365

I just hope ticket import improves.

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Hi,

I'm not sure this is the same thing...

We are talking about allowing the same formatting options that where added with markdown to the client reply formatting I don;t think that this is what John is talking about.

Thanks!