EMail Sent to Customer

[allawrence]

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Version of script: 2.5
Hosting company: 1and1
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The following is from the HELP file:

=============================================
Strip quoted reply

This function deletes quoted replies from all customer emails before they are converted into a ticket using Email piping or POP3 Fetching.

All emails sent to customers will start with this line:

------ Reply above this line ------

Any text below this line will be removed when and email is imported into ticket reply.
=================================================

The "------ Reply above this line ------" is not appearing in the Email sent to customer notifying them of a reply...

What might I have missed when setting up HESK?

Thanks in advance for any help...

Al

[Klemen]

Hi All,

This "special line" will only be added to emails if either POP3 fetching or email piping are enabled.

With these two functions disabled there is no need to add the special line as replying to emails will have no effect.

[allawrence]

Hi All,

This "special line" will only be added to emails if either POP3 fetching or email piping are enabled.

With these two functions disabled there is no need to add the special line as replying to emails will have no effect.

POP3 fetching IS enabled

[Klemen]

Do you have "Strip quoted reply" enabled as well (needs to be)?

[Klemen]

Oh, wait - one important thing is missing (might also need better explaining in docs).

For the strip quoted reply function to work, your email template needs to have the %%MESSAGE%% tag.

If there is no message in the email, the customer needs to visit the ticket.php page to see the message staff wrote so there is no point in encouraging them to reply via email without actually reading the message first.

[allawrence]

Do you have "Strip quoted reply" enabled as well (needs to be)?

Yes

[allawrence]

Oh, wait - one important thing is missing (might also need better explaining in docs).

For the strip quoted reply function to work, your email template needs to have the %%MESSAGE%% tag.

If there is no message in the email, the customer needs to visit the ticket.php page to see the message staff wrote so there is no point in encouraging them to reply via email without actually reading the message first.

I agree... but....

I am using the default templates...

Which template should I be addressing here... once I get your reply I will check the contents and determine if the tag is present...

Have to step out for a few hours and will handle this when I return.

Al

[Klemen]

By default emails to customers don't contain the message staff wrote ("new_reply_by_staff.txt") so this functionality indeed needs better explaining.

A list of all the templates and options:
http://www.hesk.com/knowledgebase/?article=35

[allawrence]

By default emails to customers don't contain the message staff wrote ("new_reply_by_staff.txt") so this functionality indeed needs better explaining.

A list of all the templates and options:
http://www.hesk.com/knowledgebase/?article=35

OK, made the change and it now displays the "reply above this line" line....

The addition of the %%MESSAGE%% produces another problem....
along with the MESSAGE contents it also adds the some other 'end of Email' info...
Here is what I mean:
===========================================
------ Reply above this line ------

Dear Al Lawrence,

Our staff has just replied to your ticket "Test Hesk Ticket #5".

One more time to see how the message sent to you, displays. <<<<< the reply to the customer

Sunrise Doors Support <<<<< this and the next 2 lines do not belong here
http://sunrisedoors.com
support@sunrisedoors.com

You can view and reply to the ticket here:
http://www.sunrisedoors.com/kseh/ticket ... resh=36691

OR

You can reply to this Email.


Sincerely,

Sunrise Door Software
http://www.sunrisedoors.com
=======================================================

[allawrence]

By default emails to customers don't contain the message staff wrote ("new_reply_by_staff.txt") so this functionality indeed needs better explaining.

Definitely

A list of all the templates and options:
http://www.hesk.com/knowledgebase/?article=35

Thnks... the following needs some grammatical attention

new_reply_by_staff.txt email sent to the after staff responds to a ticket

Al

[Klemen]

These lines:

Sunrise Doors Support
http://sunrisedoors.com
support@sunrisedoors.com

Are actually your signature attached to the message (the "Attach signature (Profile settings)" option selected when replying to a ticket using the Add reply form).

Typo fixed

[allawrence]

These lines:

Sunrise Doors Support
http://sunrisedoors.com
support@sunrisedoors.com

Are actually your signature attached to the message (the "Attach signature (Profile settings)" option selected when replying to a ticket using the Add reply form).

Yes that option is selected

Typo fixed

[allawrence]

These lines:

Sunrise Doors Support
http://sunrisedoors.com
support@sunrisedoors.com

Are actually your signature attached to the message (the "Attach signature (Profile settings)" option selected when replying to a ticket using the Add reply form).

Yes that option is selected

Deselecting that option 'fixes' the problem... is this something that will be fixed?

Thanks,

Al

[Klemen]

Well the signature is part of the message, so it normally shouldn't be removed.

Perhaps a setting might be a solution here (Include signature in email messages: yes/no).

[allawrence]

Well the signature is part of the message, so it normally shouldn't be removed.

The signature is part of the overall Email and should appear at the end of the Email.. in this case the %%MESSAGE%% is inserted in the middle of the Email, and it brings along the signature.

Perhaps a setting might be a solution here (Include signature in email messages: yes/no).

Wouldn't it make more sense to just NOT include the signature when using %%MESSAGE%%?