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Active Contributor

Email repsonses are being truncated after smiley :-)

When customers open a case in our G2A servicedesk, we often reply back via email. If we happen to insert a smiley, all text following the smiley is being omitted/purged. This happens when we reply using Outlook in HTML mode, where Outlook converts the smiley into a graphical icon (I type colon dash right paranthese, and Outlook converts it into a smiling face icon). G2A should be able to handle smileys :-)
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13 REPLIES 13
LogMeIn Manager

Re: Email repsonses are being truncated after smiley :-)

Hi ebak,

Thank you for reporting this, I will open a ticket for this issue with our team.

 

Glenn is a member of the LogMeIn Community Care Team.

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Active Contributor

All text in email after ":)" not appearing in ticket

Hi,

 

We are designing our service desk so for customers its fully email based. If a customer sends an email in which contains a "Smiley Happy", any text following the smiley is not logged in the ticket details. The smiley is converted to a graphic automatically in Outlook, which I assume is causing the issue. I can't find a way to easily change this behaviour in Outlook, as it's built into the autocomplete settings. We will have 50 or so staff using the service desk so its also not something we can go to each PC and manually change, and GoToAssist should be able to input the entire email message text whether there is a smiley in it or not. 

 

I also found an article from mid-2017 detailing the same issue, so its been brought to attention before:

https://community.logmein.com/t5/GoToAssist-Service-Desk/Email-repsonses-are-being-truncated-after-s...

 

Can this bug be fixed?

 

Thanks,

Mark

LogMeIn Contributor

Re: All text in email after ":)" not appearing in ticket

@Mark_P  Sorry about that!   We'll ask for an update this week and get back to you next week due to the US holiday upcoming. 

Active Contributor

Re: All text in email after ":)" not appearing in ticket

Awesome thank you very much!

Active Contributor

Re: All text in email after ":)" not appearing in ticket

Hi, has there been any update on this?

LogMeIn Contributor

Re: All text in email after ":)" not appearing in ticket

@Mark_P  I am expecting an update to fix this problem in the next week.  Thanks for your patience.

Active Contributor

Re: All text in email after ":)" not appearing in ticket

Hi, have you had any more updates on this issue? Thanks

LogMeIn Contributor

Re: All text in email after ":)" not appearing in ticket

@Mark_P  [Final Update, 20/20]  There was a compatibility problem found during testing, and we must delay this fix until we can confirm there are no further conflicts.  New ETA:  1/15/19

Active Contributor

Re: All text in email after ":)" not appearing in ticket

Hi, has there been an update on the fix for this issue? I just tested it and it is still occurring.

Thanks Smiley Happy