End-User Ticket Link

capacho

Hello
I have been working with the tool for a while and today I wanted to implement the function of pre-made answers, it is necessary that in the response the link to the ticket is indicated, I would like to use the token that is the best adapted but when the recipient receives the mail the link does not appear, only the text appears, however for the other links such as:
Agent Ticket Link
Agent Login Page
End-User Login Page
The link shows me perfectly.
It's a bit weird, I've done a clean installation on another server to see if it also happened but not, it only happens in the main installation. . Anyone know what might be happening?
Attached screenshots
Reply form
Email view from GMAIL

capacho

In case it helps, I noticed that if I change the URL of the Support System, the links
Agent Ticket Link
Agent Login Page
End-User Login Page
They change the one that I have established
On the other hand End-User Ticket Link retains the previous one.

LewisHackfath

I've performed some test on this and I cannot reproduce the issue.
are you able to post a screenshot of the HTML behind your Canned Response?

capacho

LewisHackfath
With support url changed

With support url Original since installation censored text is ComputerName no special characters or spaces etc. just a name with letters

LewisHackfath

Sorry what I mean is this!

if you press the <> button it will switch to HTML editor.
Then I can see exactly what is in the email.

capacho

LewisHackfath thanks

capacho

LewisHackfath
ok I think I've detected part of the problem. When I use the original response template of the application the links are shown well so I rule out that it is a problem of the pre-defined answers

LewisHackfath

capacho

Im not sure what you mean by this response?

capacho

I identify why this happens
If the response template no contain
<a href="%%7Brecipient.ticket_link%7D" style="color:rgb(84, 141, 212)"> ANY TEXT </a>
The link of premade reply End User Ticket Link dont show correctly for the email destination
I have tested it in a clean installation and the same thing happens.
Is this an error? It is senseless that this happen
I dont what the link to the ticket in all answers
There is way to hide <a> tag link in the answers?

capacho

LewisHackfath post edited, google translator is shit

LewisHackfath

I still don't think you've reached the root cause.
The only difference between my link and yours is that you are apply a color to the <a> tag.
If you don't want to display the reply link you can edit your templates in:
admin/emails/templates

You can remove the link from the templates and it won't show in the email sent to clients.
But im not sure what is causing the link to fail.
Because I am free to change the color size and text decoration of my links and I have no problem.

capacho

LewisHackfath I dont know why but if i delete the tag <a href....> </a> in the Responte/Reply template, the premade reply dont show the link to the ticket added
Ill wait if a developer can shed some light on because i dont know this happen

capacho

Ok i hide ticket link for all responses editing reply template using &zwnj; in <a></a> tag
Example <em><a href="%%7Brecipient.ticket_link%7D">‌&zwnj;</a></em>
Still waiting help

ntozier

Huh?

Of course if you delete the <a href></a> it wont display the link... It's not a link if you delete the part that makes it a link, that's how html works. I guess I dont understand what it is you are trying to do or why you are having a problem.

capacho

ntozier The problem is when i delete the a href predefinied in response template non in canned response

KevinTheJedi

@capacho

I am unable to reproduce your error with v1.11 and PHP v7.2.

Canned Response

Email Received

You cannot see the links but all are exactly correct (I clicked on all to make sure).

Cheers.

capacho

KevinTheJedi show me the html in response template.

KevinTheJedi

@capacho

You cannot delete the a tag...that's what creates the link. The tag <a href="link_goes_here"></a> creates the clickable link on the screen, so this must remain.

Cheers.