I suggest you ...

HTML canned responses are broken

I'm using 2.6.4 HESK & Mods for HESK 2.4.1

It is impossible to save HTML canned response when HTML replies are enabled in settings.

Broken canned response makes HTML replies feature useless, since support agent keeps 90% of pre-created replies as canned.

Another known issue is related to HTML<>text conversion. Each email reply from HESK includes text/html and text/plain mime-part.

Plain text part includes HTML transcoded characters, for instance: &gt; instead >.

Please fix this bug.

4 votes
Sign in
Sign in with: Facebook Google
Signed in as (Sign out)

We’ll send you updates on this idea

Dmitry Zelenkovsky shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →
declined  ·  AdminMike Koch (Software Developer, Mods for HESK) responded  · 

Please update to HESK 2.4.2 as it fixes modifying / using canned responses. GitHub issue #364 handles email with canned responses.

In the future, please open a GitHub issue for any bug/issue reports, and the uservoice page only for feature requests.

1 comment

Sign in
Sign in with: Facebook Google
Signed in as (Sign out)
  • Alexander Zelenkovsky commented  ·   ·  Flag as inappropriate

    Looks like htmlentities() automatically applied to any plain text in Canned responses:


    1. &gt, &lt etc tags are inserted in text version of email sent to user (for example &gt, &lt tags are visible when you click Show Original in GMail).

    2. &gt, &lt etc tags are inserted in reply form in Hesk from Canned responses even when you don't use HTML editor.

Feedback and Knowledge Base