Freescout: User reply gets wiped out if written between ticket response text

Created on 16 Oct 2019 · 11Comments · Source: freescout-helpdesk/freescout

Hi!
We have problems when users reply to tickets writing in the middle of the ticket's reply text (trying to "quote/cite" phrases):

Wiped body seen from FreeScout:

Original mail seen from a standard mail client

First lines of original body:

<html>
  <head>
    <meta content="text/html; charset=utf-8" http-equiv="Content-Type">
  </head>
  <body bgcolor="#FFFFFF" text="#000000">
    Gentile,<br>
    <br>
    <div class="moz-cite-prefix">Il 15/10/2019 16.39, **Mailbox** ha
      scritto:<br>
    </div>
    <blockquote
      cite="mid:reply-1390-359f38463d487e9e29bd20e24f0c050a@**domain**.it"
      type="cite">
      <meta content="text/html; charset=utf-8" http-equiv="Content-Type">
      <meta name="viewport" content="initial-scale=1.0">
      <style>
        p { margin:0 0 1.6em 0; }
        pre { font-family: Menlo, Monaco, monospace, sans-serif; padding: 0 0 1.6em 0; color:#333333; line-height:15px; }
        img { max-width:100%; }
        a { color: #346CC4; text-decoration:none; }
    </style>
      <table border="0" cellpadding="0" cellspacing="0" width="100%">
        <tbody>
          <tr>
            <td>
              <table id="fsReplyAbove" class="fsReplyAbove" border="0"
                cellpadding="0" cellspacing="0" width="100%">

There is something we can do?
I've seen ticketing systems that add a "DO NOT WRITE UNDER THIS LINE" or is just something that need a fix in the mail body parser?

Is something you already seen?

Thanks!

help wanted

Source

stockmind

All 11 comments

This is a non-trivial task. If somebody will find a solution, it will be great.
For now it is possible to see full conversation using "Show Original" dropdown menu item.

freescout-helpdesk on 16 Oct 2019

This is a non-trivial task. If somebody will find a solution, it will be great.
For now it is possible to see full conversation using "Show Original" dropdown menu item.

Actually no, that doesn't work:

We have no way to see the original full reply without open a mail client with this mailbox configured at the moment

stockmind on 16 Oct 2019

Update to the latest version.

freescout-helpdesk on 16 Oct 2019

👍1

Ops, my fault, missed the "Show preview of the full message for the thread in Show Original modal." fix!
Updated!

-- EDIT, nothing, ignore this --

stockmind on 16 Oct 2019

Wouldn't a -- Please reply above this line -- work like the first alert you get, on top of the replies?

Or a ## Please do not write below this line ## as GitHub does in their ticket system:

on top of their reply

Just to instruct users about what they should/shouldn't do to be sure that their messages are not cut off

I apologize if there is an option and I have not seen it.

stockmind on 16 Oct 2019

If support agent sends customer a message and customer writes his reply inside of the text written by support agent, it will not be visible in the conversation, only in "Show Original" modal.

freescout-helpdesk on 17 Oct 2019

Sure, but a kind reminder "do not write below this line" to the customer could help him avoid writing inside of the text written by support agent

stockmind on 17 Oct 2019

👍1

Pinging about this issue, there is a way to customize the reply template header to add this "do not write below this line" string?

stockmind on 6 Dec 2019

Pinging about this issue, there is a way to customize the reply template header to add this "do not write below this line" string?

Such an option will need to be added.

freescout-helpdesk on 6 Dec 2019

Text Before The Reply option will be added to mailboxes.

freescout-helpdesk on 10 Dec 2019

Not the same issue but related: when quoting back a lot of customer text, I find it more efficient and reliable to copy the customer's reply and take it into a Markdown editor where it's easy to break each part of the customer's section into a quote and reply to it. At the end, select all and copy HTML pastes nicely into the code option in the Freescout composer.

I don't even mind doing this kind of writing in a separate application as composing long replies like this within browser applications is living dangerously. Thanks for offering that very simple and effective source code button. Allows us to help ourselves.