After evaluating SmarterTrack we have issues with inline images in HTML emails\messages

Problem reported by Craig Hubb - 5/8/2018 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

6 Replies

Reply to Thread

Employee Replied

5/10/2018 at 7:34 AM

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:

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.

Craig Parsons Replied

5/16/2018 at 3:59 AM

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.

Employee Replied

5/16/2018 at 9:25 AM

Employee Post

Often, inbound emails include two parts: a plain text message, and an HTML message. The part we show by default is based on the plain text portion of the email. When you view the HTML for an inbound message, it should show the original HTML message, if one was included in the original email.

As for outbound messages, SmarterTrack handles those differently from inbound messages. Outbound messages are displayed as full HTML messages. This is done since we have more control over the safety of outbound messages than inbound messages.

In order to try and determine why the HTML view isn't working for the first example you provided, I will be sending you a private message shortly to request additional information.

Employee Replied

5/17/2018 at 12:49 PM

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.

Craig Parsons Replied

5/18/2018 at 12:50 AM

Thanks Andrew.

Employee Replied

5/30/2018 at 7:30 AM

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.

Back to Community Threads

Please leave this box unchecked