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Does anyone have HTML code to embed in the Email Alert to customers on a New Ticket that would show the tickets 'Description' text?
On the reverse, does anyone have HTML code to embed in the Email Alert to customers on a Ticket Closed that would show the 'Resolution' text? Thanks Josh |
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Actually no special HTML code is needed.
Alerts to Customers are based on Email Templates. To edit and customize email templates just go to Settings menu -> Email Templates, copy one of the system templates (e.g. Ticket - Alerts to Customers - New Ticket - Designed) to create your custom templates and use Add Data Field button to add Ticket Description and/or Resolution fields to the template body. More about Email Templates can be found here. After customizing your own templates go to Tools-> Options -> Alerts to Customers and select these templates to be used instead of system ones (Then RESTART RangerMSP Server on your server for the changes to affect immediately). Hope it helps. |
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I have setup a custom email alert for a new ticket. It is html coded and looks great when you go to send a test e-mail. However, when the customer actually receives the email it is text based and none of the images or coding work.
I have restarted our server/Commit and no avail. Any idea whats up? Thanks! |
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I am having the same issue. I made sure that the Server Settings for the Email Connector are set to use my Custom HTML template, but the end user still gets plain text (even though their email client is capable of receiving HTML). If I manually choose to Send Test Email, it looks correct in my email client.
My main concern is getting it to work with the Email Connector, so customers opening tickets that way get a nicely formatted response. Does this work for anyone else? |
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Please find an update: we hope that we have managed to fix the issue that happens under this technical configuration and believe that it is related to how the mail server, set to be used by the Email Connector, is configured.
We have already sent you the instruction to install the patch. Please keep us posted if the issue was solved, in case it is anyone that is facing the same issue is welcome to drop us an email and get the update. |