Re: Support Ticket Emails

I haven't noticed this exact problem, but something very similar happens when one of my clients who uses Eudora sends mail to the ticket system. The html coding gets inserted in the body of the ticket and makes it very ugly to look at and hard to read.


Legacy Forum Name: Ticketing Tab,
Legacy Posted By Username: David_Schrag

Good to know David. I have one client who also uses Eudora (though they are not covered under our managed services plan yet. Do you do anything to deal with the issue or "grin and bear it" for the relationship and income?

Legacy Forum Name: Ticketing Tab,
Legacy Posted By Username: karode

FYI, Sent one in via Outlook Web Access and it was a REAL mess

Legacy Forum Name: Ticketing Tab,
Legacy Posted By Username: karode

There shouldn't be any issue with incoming HTML emails, I use HTML email myself (edited with word) and it's always fine, I suggest you contact support to get this resolved: support@kaseya.com

Legacy Forum Name: Ticketing Tab,
Legacy Posted By Username: raybarber

Here's a little test I did. The problem seems to occur only when Eudora is configured to send mail ONLY with HTML and not with BOTH HTML and text. Read from the bottom up.

Ticket Notes ~ticId='405']
Ticket ID: 405
Group ID: unnamed
Log in and view ticket http://support.schrag.net/?ticId=405
---------------------------------------------------------
Author: david@schrag.com
Date: 11:45:41 am 30-Mar-06




OK, this is a new test, using the HTML sending only.


There were two carriage returns after the last sentence, and this
sentence is in bold.


And this sentence is underlined.


At 11:39 AM 3/30/2006, you wrote:

---------------------------------------------------------
Author: David Schrag
Date: 11:39:39 am 30-Mar-06

Looks fine. Please send again using HTML only.
---------------------------------------------------------
Author: david@schrag.com
Date: 11:33:41 am 30-Mar-06

I am sending this from Eudora, choosing the option for sending both
plain and styled text.

We'll see if there are HTML codes embedded in the body of the message.

For example, this sentence is in bold. And there are line breaks
after each of the first two sentences.

---------------------------------------------------------



Legacy Forum Name: Ticketing Tab,
Legacy Posted By Username: David_Schrag

Thanks David,

I opened a ticket with support so we will see what they can come up with as well. Considering the vagueries of all the different email apps and the way they can format html, I am sure it is a bear to accomodate everything.

At least one product we support definitely doesn't work right with word set as the email editor -- so those folks won't mess up the tickets and not too many of our clients use OWA but I will be very happy if support can find a resolution to this.


Legacy Forum Name: Ticketing Tab,
Legacy Posted By Username: karode

Very strange problem.........

The problem tickets were ones generated and responded to internally. External tickets did not cause the problem and tickets created here to a remote VSA server did not show the issues.

Moving our ticket email account to an external SMTP server has resolved our problems. Perhaps someday I will look further into how Exchange was messing up the email formats but, for now, I has managed services to sell.



Ken


Legacy Forum Name: Ticketing Tab,
Legacy Posted By Username: karode

I am wondering if anyone else has run into this and, if so, what work around they used. I have recently activated an email account to manage tickets. For the most part it is working great. However, if the person submitting the ticket has the email formatted as html and is using Word as their email editor, the raw html text is entered into the ticket (and entered as several notes due to its length). If they reply to a ticket update, the html tags confuse things sufficiently to cause a new ticket to be created (rather than updating the old).

As stated, other than that, email ticketing seems to be working great. Hopefully there is some setting or adjustment I can make (beyond getting every client to reconfigure Outlook) that will help alleviate this issue.

Thanks

Ken


Legacy Forum Name: Support Ticket Emails,
Legacy Posted By Username: karode