After evaluating SmarterTrack we have issues with inline images in HTML emails\messages
Problem reported by Craig Hubb - May 8 at 9:26 PM
Resolved
SmarterTrack does appear to have a poor user experience when viewing ticket messages that have been generated via email. People typically insert inline messages that are important for an Agent to view, sadly SmartTrack appears to replace inline images with [Image] and are not viewable within the context of the message. This is a significant issue.
 
Also related items is rather inefficient from an agents point of view. Why not include the related items body in the list of related items rather than having to click view, currently it can be difficult to find a particular related item when just based on the subject without having to view each item until found.
 
These are frustrations that we have identified while evaluating SmarterTrack.
 
Kind Regards

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Andrew Barker Replied
Employee Post
Currently, SmarterTrack shows ticket messages in plain text format. Most inline images should be linked to the message as an attachment, as shown below:
 
Inline image displayed as an attachment
 
If a message indicates that there was an inline image which was not included as a message attachment, you can view the original HTML message by clicking on the ellipses at the top right of the message and selecting View HTML.
 
Related items are displayed as summaries to prevent confusion. Because there may be multiple related items on a ticket, trying to display each related item in full could make it difficult to follow each conversation. By only showing the summary and requiring the agent to click view makes it clear which information belongs to each related item, and presents that information in a consistent manner. 

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

0
You can see below my plain text view for an inbound email and also the view when i view via HTML in the pop-up neither display the image inline.
 
 
 
However if i were to reply with an inline image (below) then this does display both in in the 'plain text view' in the display pane and also in the html popup view.
1
Andrew Barker Replied
Employee Post
Craig,
 
After evaluating the additional information that you provided, we have determined that the issue with the inline images not appearing in the HTML view is the result of a bug. We are working on a fix that we hope to include in our next release.

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

0
Andrew Barker Replied
Employee Post
Version 13.1.6718 resolves the issue that prevents inline images from being visible in the HTML view. This fix will try to resolve issues with ticket messages that have previously been processed by SmarterTrack, in addition to preventing it on future messages that may be imported.

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

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