Summary: HTML email has been a standard format for email for decades. Incoming email can be difficult to impossible to read and outgoing communication could could be significantly easier to consume for our clients.
Business Value: Limiting outgoing email to text only removes any ability to format information for easy consumption. A simple numbers or bulleted list goes a long way to helping a client through an issue. Not to under value an inline image or screen capture. And how much cleaner is it to send a link instead of a link: Syncro’s New Mac Agent Just got a Scripting Power-Up ?
Limiting incoming email to Content-Type: text/plain; creates some difficult to impossible to parse communication. Often the the most expedient means of understanding a heavily HTML email is to navigate to the original email archived on the mail sever.
We moved to Syncro to centralize our support operations, but the lack of HTML formatting on email is a real let down compared to our previous ticket solution.
To be fair, I knew this when I originally trialed Syncro, but I really hope this gets updated soon!
I agree with everyone, I was shocked that this is not a standard. We use ZOHO Desk and it is amazing on how well it workes with Tickets. We have asked for this and have been given the answer “that this is something that they are working on for a long time” but I see no efforts of any progress. We are disappointed and the most disappointing thing is why it is not fixed or any insight on what if anything has been done? We like many parts of Syncro and it could be a close to perfect product if they only had programmers that could focus on fixing these small issues. We are finding more and more holes that should not be there. Like, try to run a report to show all Contacts for All clients, or a complete bill cost detail that you can pull at any time and not have to email. Please listen to your paying customers…
Agreed. The platform could be awesome but the little things are adding up. Fixing the most basic and expected items would be a great move for them. Just getting the verbiage to match up across the platform would be a great accomplishment for them.
I am 100% with this thread. I emailed them a while ago to include this and was told that it was a great suggestion
In the Documentation area of Syncro, this is available. And like many have said, it slows ticketing down so much as I very often take screenshots to send to customers. I am having to do that via Outlook email now.
And that is a royal pain.
I hadn’t realised how much of a big deal this was until I remembered that Atera can do this. As can most other helpdesk/Ticket systems.
The thought of going back to Atera is a pain now that we are fully entwined into Syncro.
But if this isn’t coming, I will have to go back.
Come on Syncro, this is staple stuff.
I would welcome this too, as much for viewing formatted content inline with pictures/attachments from clients as it is to write formatted e-mails to clients.
After a bit of back and forth with attachments and screenshots it becomes very difficult to see which attachment relates to what part of a ticket.
I then find it very annoying to have to refer to the original e-mail outside of Syncro to actually find the correct timeline of the images/attachments.
@Alexandra driected me to contain my frustration with the lack of HTML formatting to my feature request post so …
I’m just dropping this here looking for +1’s I guess. I started this request, but it’s getting progressively more embarrassing every time I have to explain to my clients that I cannot see their formatting.
The lack of formatting in ticketing routinely makes me look unobservant and/or just plain bad to my clients. So often my clients mark information in their tickets with RED or BOLD text, and unless noted in the message I just don’t see it and don’t give their emphasized request the attention that they expect.
For the love of all that’s holy, Syncro please support HTML formatting in ticketing.
