Alexander Scholler alexander.scholler@augsburg.de
says:
>Michael Friedman schrieb:
>> Most of our customers use Outlook and they tend to
send us e-mails that include screen shots showing their problems.
>> We want to manage this better using OTRS, but to do
that we really need to display the images inline inside an e-mail presented in
HTML. The current OTRS approach - exporting a .eml file for Outlook Express is
really not adequate - Outlook Express does not display complex documents
properly.
>> If we can't display the full e-mail nicely
formatted at minimum we would like to display all of the image attachments
inline so we can at least have a reasonable chance of figuring out what the
customer is talking about.
>> How can we configure OTRS to do this?
>I just know that a config-option is activated by default
that automatically converts all incoming mails to plaintext.
>Perhaps it's useful for you to turn this off.
Thanks, but no. We tried it… it gives us half decently
formatted HTML, but not very good. All inline images from the e-mail are
stored as attachments and you need to click on a link to display them.
>But I have no experience with this - we propagate to use
plaintext!
I’ve seen many help systems that require this. As a user I
have always found it the most frustrating part of the help desk experience – I do
the work to put multiple screen shots into my assistance request clearly
explaining step by step what I did to encounter a problem and exactly what the
problem is and it quickly becomes apparent that the person trying to help me is
either unable to see the images or is unable to associate them with the
explanatory text.
I can’t understand why anyone would inflict plain text on a
user if you have the option to do better – it’s good for them since they don’t
get frustrated and it’s good for you because your staff can resolve issues more
quickly (and therefore more cheaply).
Thanks
Mike
--------------------------------------------------------------------------------
Michael Friedman
CEO, Parellax Ltd.
michael.friedman@Parellax.com
Skype: Mike.Friedman
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