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    [Delivered] HTML formatting within agent responses
    Idea posted June 23, 2009 by KyleLegend, last edited August 20, 2013 by Camille ChristophersonSpecialist, tagged Agent Desktop, System Admin and Configuration 
    393789 Views, 100 Comments
    Title:
    [Delivered] HTML formatting within agent responses
    User Story / Description:

    Does anyone see the benefit for giving the agent the ability to send a reply back to the contact with HTML formatting instead of plain text? Personally I'd like to use bold, italics, bulleted/numbered lists, and other types of formatting commonly found in an email client. I would even go one step further and allow for inline images to be dropped in, much like the functionality here within the Lithium forum.

    Comment

    • Willie Eide
      Ekko said:
      Paula Hempen said:

       Sigh....just went I thought we were getting somewhere, my expectations are dashed!

      Welcome to RightNow Money mouth

      This sums up pretty much my whole experience with RightNow.

       @Ekko 

      What can I do personally to change your experience with RightNow? Your comment implies "all encompassing" but directly referring to this specific feature implementation. How can I help you?

    • Willie Eide

      I guess one more comment for Paula:

      I appreciate your comments and I understand the differences between incidents and answers. Time to market was a big thing with this feature and we realize that the change to the incident editor was a long time coming. We have to pick and choose our scope so we can get the technology into your hands faster to make your job easier and with a better experience.

      We will continue to move forward and make changes and hopefully we can cover all your points in the near future.

    • Paula Hempen

      Hey Lorax, I realize you have put a lot of blood, sweat and tears into this project, it's apparent by the way you are posting, however, as a customer and someone who has seen this type of capability in other systems, I'm just giving you the reality of the situation.  You guys were already WAY behind because you didn't offer this capability in agent response, so I realize the pressure was on...

      I just find it a shame that your mantra is no more bad customer experiences and yet customer requirements are not anticipated very well.  While you certainly managed to hit the "letter" of the enhancement, you guys have to look to the "spirit" of the enhancement as well. 

      It amazes me that RNT can't anticipate a move unless it is posted on an Idea Lab - a goal for RNT should be improving the scope of your enhancements to leverage their value.  Customers can only be patient for so long and time is money.

      Thanks for hearing me out,

      Happy Holidays!

      Paula 

       

       

    • Skywalker

       This information is for anyone upgrading to Nov 2011. The so called rich text editor has defects. Unfortunatley we had to find out post upgrade, when RN admitted that there is a known bug. Would have been nice to know prior to upgrade.

    • Paula Hempen
      Skywalker said:

       This information is for anyone upgrading to Nov 2011. The so called rich text editor has defects. Unfortunatley we had to find out post upgrade, when RN admitted that there is a known bug. Would have been nice to know prior to upgrade.

       

      Hey Skywalker, care to elaborate?  I would LOVE to exchange notes with you.  I know the transaction tables in tracking standard text got screwed up, so I can't report on that.  Everything I've found RNT has told me that I need to report as a QUALITY issue for repair, but that things wouldn't likely get fixed until next upgrade.  Shocker.

      Paula

    • Kyle
      Paula Hempen said:
      Skywalker said:

       This information is for anyone upgrading to Nov 2011. The so called rich text editor has defects. Unfortunatley we had to find out post upgrade, when RN admitted that there is a known bug. Would have been nice to know prior to upgrade.

       

      Hey Skywalker, care to elaborate?  I would LOVE to exchange notes with you.  I know the transaction tables in tracking standard text got screwed up, so I can't report on that.  Everything I've found RNT has told me that I need to report as a QUALITY issue for repair, but that things wouldn't likely get fixed until next upgrade.  Shocker.

      Paula

      We've had nothing but problems with this feature not only from a bug factor but also usability. It's not as intuitive compared to the plain text editor so we've decided not to deploy it on our other sites. I feel bad b/c this was my idea here in the lab but the way the editor was coupled with the new response behaviors was not my doing.

      This issue was discussed at our last RightNow user group meeting and everyone who's used it has had problems. We're currently on Feb12 and there's been no resolution.

    • Jens

      Skywalker - From what I can tell the issue you found is resolved in Service Pack 3 for November 2011, which is scheduled to be released in two weeks. Unfortunately you have chosen to opt-out of service packs. I suggest you opt-in to get the fix (and other fixes).

      Paula - the standard text issue is also fixed in Service Pack 3 so you'll have the fix soon (assuming you haven't also opted out of SPs).

      Kyle - I'd love to discuss this more with you, I'll send a PM to you.

      Jens Lundell
      RightNow Workflow Development Manager

    • Kyle

      Any idea when we'll see a fix on the HTML tags that shows up in the editor from the agent signature?

    • Kyle

      One of our RightNow user group members asked me to post the attached document that outlines all the issues they've been experiencing with the HTML editor. It's literally a 21-page incident between them and Customer Care. Ouch.

    • Jens

      Kyle, I believe the signature problem and Amanda's other problem is fixed in November 2011 SP3, which was released yesterday. See http://community.rightnow.com/customer/documentation/nov11/release/nov2011_service_pack_3.pdf

      Jens Lundell
      RightNow Workflow Development Manager