Enable HTML Content in Ticket Thread by Default
Idea shared by Michael Luciuk - January 14, 2015 at 4:21 PM
Under Consideration
When a user views a ticket the view it in a non-HTML/Plain Text view.   We really need to have the HTML displayed by default in a tickets preview pane  (I know this is the opposite of most customers).  By HTML I mostly am referring to tables, links, bolds, images and fonts.
 
Is there a configuration or setting that can change the default setting of the Preview Pane?   In SmarterMail  there is a setting under account settings called "Display Format" that one can switch between HTML and Plain Text. 
 
We would be amiable to changing this at code base level if needed.  

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Employee Replied
Employee Post
Hello Michael,
 
Thank you for the inquiry about modifying the default view in SmarterTrack. Unfortunately we do not have any settings or allowed configurations outside of the application that you can enable. We have done this based upon the design of the application to provide you with the best overall performance. If we were to use the HTML format then some formatting may not be able to make it through and to alleviate any issues we have provided the HTML view apposed to the format being the default.
 
Thanks.
 
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+1
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Andrea Rogers Replied
Employee Post
I changed this thread from a Question to a Proposed Idea in order to facilitate tracking on this request. 

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

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Fair enough, but then perhaps an option to suppress
conversion of Username@Domainname.com to Username@Domainname.com<mailto:Username@Domainname.com>

A few of our client's despite our best advice have a heavy loaded signature with links to images , Facebook , LinkedIn , you name it.
after a few back and forth emails the ticket is full of gibberish. I tried to post a sanitized sample and the forum would not allow it. LOL
Lansend.com
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Configuring incoming tickets to display HTML by default:
 
Has there been any movement on this idea?  We requested this many years ago, and it's still a problem.  Many of our tickets are jibberish, and our agents must take the extra step to "Show HTML".  We are growing quickly, and this is becoming a big time-waster.  We will need a different solution, if this can't be configured.  We're looking at SalesForce helpdesk and service cloud (we already use SalesForce to manage our sales teams).  But, we're very familiar with SmarterTrack, and have a lot of history here, and really don't want to change.
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This is a feature that we are looking at implementing. We are currently discussing how soon we will be able to fit it into our roadmap. This is still part of our internal discussions as to exactly what changes we will need to make to make this a smooth and effective feature.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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+1
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Hi Andrew,

any news on this?

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I am reposting my suggestion for this topic from another thread that was locked.

I am guessing that HTML has not been shown by default out of security concerns.  Just a guess, because I haven't seen any employees weigh in on this.

However, the security issue can be mitigated by running a filter over the HTML before it gets shown (removing all scripts, iframes, objects, etc.).

Adding the ability to see HTML content by default would be extremely useful, and removes unnecessary extra steps now required by agents.

My suggestion has four parts:

  1. Add an option to be able to turn on "View HTML" by default in tickets.
  2. Add an option for which HTML element types to KEEP in the document, as a comma-delimited string (all other elements would be removed).  My suggestion is the following elements will be allowed: "p,div,h1,h2,h3,h4,h5,h6,br,blockquote,hr,pre,table,thead,tbody,tfoot,tr,th,td,ul,ol,li,dl,dt,dd,b,i,u,strong,em,abbr,cite,code,del,dfn,ins,kbd,q,s,samp,sub,sup,var".  These are all structural or built-in font styles, so they are all considered safe.  Allowing things like a head section or styles (as well as obvious things like scripts or objects) is unsafe, because they can allow injection of something that an agent will see in their browser.  Even an image is "unsafe" because it can be inserted by a user as a beacon.
  3. Add an option for which HTML attributes to KEEP in each element.  Every other attribute would be dropped.  This can either be a stand-alone option, or can actually be combined with option #2 above.  It might be useful to combine with option #2, because that would allow granular control over which attributes are allowed within each element.  You can see an example of this when configuring a TinyMCE editor control using the valid_elements option: https://www.tiny.cloud/docs/configure/content-filtering/#valid_elements.
  4. Add an option for custom styles to apply to the tickets' HTML.  Some might think this is redundant because you can add custom CSS to each brand, but it would actually be useful to be able to apply different CSS styles to each ticket template, knowing that each template might have different HTML associated with it.
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+1 For me, this would be a great feature! Any updates on this?
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Please create an option for HTML by default!!
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+1 it's very odd to open tickets and they display all funky because sender is using HTML which is more and more common these days. Every other message is broken.
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It's astounding to me that a company that produces such an excellent html enabled Email Interface seems to have a problem with allowing SmarterTrack to have an option to show/hide html by default.

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