Registered User
I am suprised this feature is actually under discussion. And I am dissapointed that this is actually a feature request instead of a core element of your product. Unless I am missing something here, all my users use modern email clients which use HTML as default. If I was aware of this before buying this product would certainly made me have second thoughts.
Member
WHMCS seem hell bent on not allowing HTML support, and in some ways I see why. However, it is most frustrating not to be able to emphasise some elements of a response that may contribute to making the ticket clear and concise.
May I suggest that a comprise is to allow a limited number of formatting codes like they do in the forums:
[ B ] for Bold [ /B ]
[ I ] for italics [ /I ]
[ U ] for underscore [ /U ]
These alone would be useful.
Trevor
Soho.UK (London) : Soho.EU ( Amsterdam) : Soho.US (New York)
WHMCS Developer
After speaking with you via ticket, just wanted to clarify here also that it is not the case that clients can't send emails with HTML formatting. Emails containing HTML work fine. The point is that WHMCS will strip the HTML code from the email when importing it. That is to stop malicious HTML code from being able to execute. There is no requirement for your users to send emails in plain text.
Just clearing that up incase anyone else might be having the same confusion.
@Trevor: Yes certainly, a limited amount of formatting using a bb code type style like that would certainly be something we could do.
Matt
Member
bb code style is a real PITA for non-tech users. Why not leave formatting tags (em/strong/i/b & colours) whilst stripping only JS, Objects and "malicious" HTML. It would seem a simple enough change to a stripping function to add exceptions. Actually you could even add a config option so that users could decide what is and isn't stripped out during an import. That would then suit those that do and don't have a requirement for it.
Member
Fail
Ok it is getting a bit annoying now.... there must be a safe way to do it...
Member
You're not the only one who feels like that Bryan,Originally Posted by BryanB
Ok it is getting a bit annoying now.... there must be a safe way to do it...
Our helpdesk is now swamped with support calls which are impossible to handle since the clients first fight with us for not getting their emails, and then trying to explain to use what the email contained. They they re-send the email to one of the staff member's private email accounts. So now there's no trace of the support issue for later follow up. What's worse, if Andrew goes on leave and a client who was busy with him phones back, then he needs to tell his whole story again to one of the other guys.
Member
What exactly are you seeing when a client replies to a ticket and uses html? I receive responses daily from clients that reply using html and don't have a problem at all.
Chris
Member
nothing, that's the problem.
Member
That's odd as I'll see the text and maybe a weird character or two, but, there isn't a problem at all with html email replies to support tickets.
Chris
WHMCS Developer
Like ckh is saying, and as I explained earlier in post 33, you should never get a blank reply due to HTML. HTML isn't blocked, it is just stripped from the incoming messages, so if you're getting complete blanks you should probably open a ticket for us to have a look. The only thing the HTML stripping should be doing is removing formatting and code - the text stays.
Matt
Member
We really need this too. Formatting of any kind would be good.
Member
We don't care so much about HTML formatting, or the ability for clients to send code in their emails. What we're running into problems with most of all is the removal of all attachments from emails that are forwarded to us (which happens on a regular basis)... And the customers just don't understand when I tell them that our software automatically removes forwarded attachments...
Nick
Member
Yea, that's our biggest problem. We get a lot of images in emails and some mail clients embed the image in the email instead of sending it as an attachment. Embeds are the ones that seem to never come through support tickets.
Has anyone use Zendesk or seen how they handle this?
Member
Nick, that's exaclty why I requested this feature.
When someone sends you an attachment through MS Outlook / MS Live Mail / etc, it's embeded into the email as HTML. By stripping off the HTML, WHMCS also looses the attachment.
Member
That's exactly what frustrates us, too - forwarded emails and attachments are a nightmare!
