Support Tickets - Html email tickets are blank in helpdesk

Html email tickets are blank in helpdesk

HelpDesk 30.01.2016 666 Support Status: Closed Solution: Yes goldstrikn


Hi,

I have two tickets in helpdesk that are blank. However, viewing the actual email that contained the info from the ticket (I checked from the email I use for pipe), it is visible when I view the email/ticket through webmail, but on helpdesk it is blank.

I don't think it is a utf8 issue, it was just plain text, but maybe the user that place the ticket has an email client that adds extra tag info? strange, but in helpdesk it is not viewable. Please check into it and review.


Replies (10)

  • avatar Jerome

    Thank you for opening a support ticket.

    The ticket has been created but there is no content? However the email you have has the content plus the subject line is as it needs to be? Can I check the original email, please.

    30.01.2016 0
  • avatar goldstrikn

    it is tough to show it. Would you mind seeing it through teamviewer? or how else can I do it?

    30.01.2016 0
  • avatar Jerome

    Could you please make a screenshot and send me the teamviewer login details by email.

    Thank you.

    30.01.2016 0
  • avatar goldstrikn

    Thank you. I just sent you email with screenshot and teamviewer details

    30.01.2016 0
  • avatar Jerome

    Thank you very much the problem I see within this email is that there is no plain text content, piping will only check for plain text content which any email program should send with the html content.

    Piping does check for plain text only we will add a stop feature for the next release if no plain text is included within the email and send a notification to the client/operator.

    30.01.2016 0
  • avatar goldstrikn

    so, if no plain text included in the email, what will happen? Sending notification to the operator, what will that do? I'm not sure I'm clear. The idea is to view the ticket. Please clarify.

    30.01.2016 0
  • avatar Jerome

    If an email client does not send a plain text within the email that is bad behaviour and not standard. Any email sent should have plain text included or some email clients can't read it.

    We will check if we can get the html content securly and use it instead of the plain text if not we will send an email back that the ticket has not been created and he should create the ticket via the Helpdesk form on your website.

    30.01.2016 0
  • avatar goldstrikn

    That's a fantastic idea, thank you. Yes, please implement this as soon as you can. So, this means that the pipe file will be modified, right? I have to make provision (backup) of file prior to udpating, just in case I run into the same piping issue I encountered when I updated last time.

    30.01.2016 0
  • avatar Jerome

    Yes, please. Always make a backup first before you update, specially if you have custom modifications.

    30.01.2016 0
  • avatar Jerome

    Fixed within the upcoming version 1.4.

    *** Ticket closed ***

    26.02.2016 0