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remove extraneous code from ticket replies

wendy wear shared this idea 5 months ago
Already Possible

several mail clients, such as Yahoo! mail, insert plain text CSS in replies initiated through those clients..

IE:

  1. NORMAL TEXT REPLY FROM CLIENT HERE

    Sent from my Samsung Galaxy , an AT&T LTE smartphone-------- Original message --------From: "W Support" <support@xxxxxx.com> Date: 7/8/18 09:32 (GMT-08:00) To: "xxxxx Subject: [Ticket ID: xxxxx] Billing .ExternalClass,.ExternalClass div,.ExternalClass font,.ExternalClass p,.ExternalClass span,.ExternalClass td,h1,img{line-height:100%}h1,h2{display:block;font-family:Helvetica;font-style:normal;font-weight:700}#outlook a{padding:0}.ExternalClass,.ReadMsgBody{width:100%}a,blockquote,body,li,p,table,td{-webkit-text-size-

  2. ABOUT 9 MORE MILES OF THIS A support team member has responded to your ticket .... ==================================================================

    NORMAL CONTENT THE CLIENT IS REPLYING TO

I have several clients who use Yahoo, so this is quite an issue, as it not only makes the ticket hard to follow, I often can't edit the ticket response to eliminate that extraneous text. It also has likely added over a gig worth of data to my ticket database over the last 2 years

Comments (1)

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Hi there,

WHMCS attempts to strip quoted text from emails piped into the support ticket system automatically. It does this by inspecting the email for known "break lines" and removing anything which appears thereafter.

If you're receiving emails separated by a different break lines, these can be inserted into the tblticketbreaklines table in the database.