Email repsonses are being truncated after smiley :-)

[ebak]

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 🙂

[GlennD]

Hi ebak,

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

[Mark_P]

Hi,

We are designing our service desk so for customers its fully email based. If a customer sends an email in which contains a ":)", 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

[AshC]

@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. 

[Mark_P]

Awesome thank you very much!

[Mark_P]

Hi, has there been any update on this?

[AshC]

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

[Mark_P]

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

[AshC]

@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

[Mark_P]

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

Thanks 🙂