The HTML Tag Does not Work in Support Manager template

[turner2f]

The HTML Tag Does not Work in the Support Manager template.

If you go to ...

https://docs.blesta.com/display/user/Support+Manager

You will see a designated " tag " for displaying the replies in HTML format.

 

1. It is " {ticket.details_html} " The ticket reply details in HTML

 

================

The main issue appears to be that there is no WYSIWYG available within the Support Manger system.

SEE : https://requests.blesta.com/topic/need-a-wysiwyg-for-the-support-ticket-system

[turner2f]

Submitted a request :

https://requests.blesta.com/topic/the-html-tag-does-not-work-in-support-manager-template

[Michael]

It works for me.

Template: Ticket Received

HTML:

Dear Sir / Madam,

Thank you for contacting us! We have successfully recieved your ticket & our monkeys are delivering it to our {ticket.department_name} team, who will answer it for you shortly.

Ticket Summary:
{ticket.details_html}

Ticket Information:
Ticket Number: #{ticket.code}
Ticket Status: {ticket.status_language}
Ticket Priority: {ticket.priority_language}
Ticket Opened: {ticket.date_added | date "M d, Y H:i"}

After Hours Support:
We are open Monday - Friday 9am to 5pm GMT. If you've emailed us outside of our office hours, you may find what you're looking for by searching the following:

- Knowledge base: https://{client_url}plugin/support_manager/knowledgebase/
- Blesta forums: http://www.blesta.com/forums/

Kind regards,
The Licensecart Team

TEXT:

Dear Sir / Madam,

Thank you for contacting us! We have successfully recieved your ticket & our monkeys are delivering it to our {ticket.department_name} team, who will answer it for you shortly.

Ticket Summary:
{ticket.details}

Ticket Information:
Ticket Number: #{ticket.code}
Ticket Status: {ticket.status_language}
Ticket Priority: {ticket.priority_language}
Ticket Opened: {ticket.date_added | date "M d, Y H:i"}

After Hours Support:
We are open Monday - Friday 9am to 5pm GMT. If you've emailed us outside of our office hours, you may find what you're looking for by searching the following:

- Knowledge base: https://{client_url}plugin/support_manager/knowledgebase/
- Blesta forums: http://www.blesta.com/forums/

Kind regards,
The Licensecart Team

-----

Template: Ticket Updated

HTML:

Dear Sir / Madam,

Our monkeys have delivered your ticket all the way from our mail room to our {ticket.department_name} team & they have finally got around to yours and replied. Awesome!

Ticket Summary:
{ticket.details_html}

Ticket Information:
Ticket Number: #{ticket.code}
Ticket Status: {ticket.status_language}
Ticket Priority: {ticket.priority_language}

Technical ticket information:
We are open Monday - Friday 9am to 5pm GMT.
This ticket was last updated: {ticket.reply_date_added | date "l d"} of {ticket.reply_date_added | date "M Y H:i A"}
Reply to this ticket or visit: https://{update_ticket_url}

Kind regards,
The Licensecart Team

TEXT:

Dear Sir / Madam,

Our monkeys have delivered your ticket all the way from our mail room to our {ticket.department_name} team & they have finally got around to yours and replied. Awesome!

Ticket Summary:
{ticket.details}

Ticket Information:
Ticket Number: #{ticket.code}
Ticket Status: {ticket.status_language}
Ticket Priority: {ticket.priority_language}

Technical ticket information:
We are open Monday - Friday 9am to 5pm GMT.
This ticket was last updated: {ticket.reply_date_added | date "l d"} of {ticket.reply_date_added | date "M Y H:i A"}
Reply to this ticket or visit: https://{update_ticket_url}

Kind regards,
The Licensecart Team

 

[turner2f]

So where is the WYSIWYG within the " Support Manager " interface  ?

Under the "Reply" tab I see no WYSIWYG .

Is there a setting that I need to activate ?

===========

The sample you sent is from an "Auto Reply".

======

What I am referring to is at  ...

Support --> Tickets --> ( click a ticket number ) --> Reply (tab)

 

[Michael]

3 minutes ago, turner2f said:

So where is the WYSIWYG within the " Support Manager " interface  ?

Under the "Reply" tab I see no WYSIWYG .

Is there a setting that I need to activate ?

The Support Manager doesn't support WYSIWYG it supports Markdown which converts to HTML.

Aka:

# H1
## H2
### H3
#### H4
##### H5
###### H6

Alternatively, for H1 and H2, an underline-ish style:

Alt-H1
======

Alt-H2
------

Emphasis, aka italics, with *asterisks* or _underscores_.

Strong emphasis, aka bold, with **asterisks** or __underscores__.

Combined emphasis with **asterisks and _underscores_**.

Strikethrough uses two tildes. ~~Scratch this.~~

1. First ordered list item
2. Another item
⋅⋅* Unordered sub-list. 
1. Actual numbers don't matter, just that it's a number
⋅⋅1. Ordered sub-list
4. And another item.

⋅⋅⋅You can have properly indented paragraphs within list items. Notice the blank line above, and the leading spaces (at least one, but we'll use three here to also align the raw Markdown).

⋅⋅⋅To have a line break without a paragraph, you will need to use two trailing spaces.⋅⋅
⋅⋅⋅Note that this line is separate, but within the same paragraph.⋅⋅
⋅⋅⋅(This is contrary to the typical GFM line break behaviour, where trailing spaces are not required.)

* Unordered list can use asterisks
- Or minuses
+ Or pluses

[I'm an inline-style link](https://www.google.com)

[I'm an inline-style link with title](https://www.google.com "Google's Homepage")

[I'm a reference-style link][Arbitrary case-insensitive reference text]

[I'm a relative reference to a repository file](../blob/master/LICENSE)

[You can use numbers for reference-style link definitions][1]

Or leave it empty and use the [link text itself].

URLs and URLs in angle brackets will automatically get turned into links. 
http://www.example.com or <http://www.example.com> and sometimes 
example.com (but not on Github, for example).

Some text to show that the reference links can follow later.

[arbitrary case-insensitive reference text]: https://www.mozilla.org
[1]: http://slashdot.org
[link text itself]: http://www.reddit.com
  
Here's our logo (hover to see the title text):

Inline-style: 
![alt text](https://github.com/adam-p/markdown-here/raw/master/src/common/images/icon48.png "Logo Title Text 1")

Reference-style: 
![alt text][logo]

[logo]: https://github.com/adam-p/markdown-here/raw/master/src/common/images/icon48.png "Logo Title Text 2"
  
  
Inline `code` has `back-ticks around` it.
  
```javascript
var s = "JavaScript syntax highlighting";
alert(s);
```
 
```python
s = "Python syntax highlighting"
print s
```
 
```
No language indicated, so no syntax highlighting. 
But let's throw in a <b>tag</b>.
```

Source:  https://github.com/adam-p/markdown-here/wiki/Markdown-Cheatsheet

You can use html in the email template and put the markdown / text in the support ticket markdown box, which is what we do.

[turner2f]

Ugh. Yeesh...

There really should be a WYSIWYG for this area.

=====

After all, there is a WYSIWYG everywhere else within Blesta.

Why not here too ?

[Michael]

Just now, turner2f said:

Ugh. Yeesh...

There really should be a WYSIWYG for this area.

I believe there used to be if I remember correctly but the HTML played up so they removed it and made it Markdown only.

[turner2f]

20 minutes ago, Licensecart said:

You can use html in the email template and put the markdown / text in the support ticket markdown box, which is what we do.

 

1) - You mean within the "PRE-Defined Response" ?

 

2) - There should at least be a "Help" tab that we can click on that will dynamically  insert the markdown tags into the reply when we click on them from a dropdown list on the interface .