Add screenshots from email into description.

Idea ID 2743401

Add screenshots from email into description.

When utilizing the email integration, requests are submitted via email. To better describe or explain the issue, screenshots are often added in the body of the email.

The issue is then that in SMAX the request description will only contain the text from the email, while the screenshots are added as attachments in SMAX. This can thus make it very confusing and difficult for the agent to understand the reported issue, as they are unable to put the text into context along with the attached images.

We propose that when using the email integration, images in the body of the email are also added to the description in the request in SMAX. In other words, we would like the description in the Request in SMAX to be the exact same as the body of the email.

 

The following is an example:

clipboard_image_0.png

 

clipboard_image_1.png

 

clipboard_image_2.png

 

4 Comments
Trond Riise
Visitor.

In our global company, almost 80% of all support requests are emailed to our Global Service Desk as email is one of our companies most important communication tools.

A conversion to input only through the portal, which places images in the text, is a new way of seeking support and which will take time to introduce to the company.

In the meantime, an email should function similarly as a request through the portal in such a tool as SMAX.

However, further dialogue between agent and user looks to us to work well through the portal when we are using notifications that take the user to the portal to provide further comments.

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

Kristian Smith
New Member.

I have an additional request. Since most of our request comes by email, it would help the agent if it was possible to see the entire mail in the body field. Information like time stamps and addresses help agent to get the "whole picture".

Super Contributor.. Mooseman Super Contributor..
Super Contributor..

Absolutely the HTML email message should be shown in the description field. Especially in the service desks, people more often than not add pictures into messages in order to describe the problem at hand. It is not very practical that the agent has to open up the attached .eml message every time when she/he wants to check if the image contained images or not. The created request should be created exactly in the same format that the email was.

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