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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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
Communications Specialist
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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Andrew Barker Replied
Employee Post
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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