Osticket: Reply Separator Tag should be multilingual

[dmnc-net]

Hi, since I'm configuring OST in Czech language, I'm still trying to set everything in English in case we'll have some English-only speaking users. Based on the user's preference system knows which language to use for this user, right? Then Reply Separator (which is one row reply_separator in the DB) is in my case just in Czech. I'm not using the Strip Quoted Reply option but I think that a support company may looks funny/stupid when a half of strings will be in different language.

Maybe it will be more cases like this Reply Separator, I'll update this issue then ...

[ntozier]

You are aware the the translation feature has never been announced as completed, right?

Reply Separator Tag is set at Admin panel -> Emails -> Settings.

Otherwise I have no idea what you are talking about.

[dmnc-net]

Hi, yes, I'm talking about right this Reply Separator Tag ... which admin can set to anything but it will act just in one language. I know this is very small issue but in case when system is mailing to registered user where we know his language preference which is different from that language in which admin wrote the tag, it would be nice to include the tag regarding to the user's language preference.

[ghost]

Why not just use something that works in every language and user wouldn't accidentally write it? e.g., -- -- -- --

You are not forced to use text as far as I know it.

[dmnc-net]

Well, good point but this feature is designed for less experinced and/or illiterate users, right? If one will have email client configured to write reply bellow the original text, I'll expect that -- -- -- will be ignored by user. Yes, the additional text can't handle 100% because many people simply don't read but I'm still suggesting my idea as a feature request.

[ghost]

I thought this feature was only there so you don't get full email trail every time customer replied to the ticket. I don't think it was designed with anyone particularly in mind. It is more of a quality of life improvement, in my opinion.

With most modern email clients, when you hit reply, the client puts you on first line on a new window (which contains toolbar, etc) and "hides" old reply from-address, subject field, etc by either shifting old reply downwards (e.g., outlook) or upwards(e.g., gmail) so you can focus on your reply, meaning, there is little to no chance user will modify the original message (including -- -- -- --), if the user does modify the original message, then the question is why, cause that's something you don't want people doing.

[dmnc-net]

Is it necessary to talk about how modern email clients works? AFAIK every one allows user to configure replies below or above the original message. If the osTicket (or company) needs user's reply above then it is ok to guide user. There is a tooltip saying _This is a token indicating to the User to reply above the line._ The -- -- -- -- is indicating some separator but it is not exact lead telling the user "hey dude post your reply above the line".

Those ticket systems are sometimes used for tracking issues with users whom are not able to understand the difference between crew and nail (for example), so when almost all is user-friendly and idiot-proof, why to break it? So, if the support site is multilang and you/your company wants completely coherent and translated product, this option has to be set in all languages in one line which is like email signatures back in 90':
– Odpovězte nad tímto řádkem | reply above this line | Antworten Sie oberhalb dieser Zeile | отвечайте выше этой линии – ... it looks terrible

It is pretty clear to me and I can't understand why I need to explain why some fixed strings in multilingual system are odd and I don't understand why nobody from the team can't mark this as a legit feature request.

[JediKev]

Thank you for the feedback we will add this to the list of requested features.