It is becoming increasingly common for us to receive email with Emojis in the subject line. However, if there is an emoji at the beginning of the email subject line, the subject line will not be included in the ticket. Accordingly, filter rules based on this will not be processed correctly.

Is there anything I can do to make OS Ticket handle the Emojis/Unicode characters in the subject line? I am currently working with:

  • osticket: 1.12.3
  • PHP 7.2.24
  • MySQL 5.6.42
    -hosted on a Strato server.

Two examples in the appendix:

  1. the e-mails in the e-mail inbox
  2. the tickets with an empty subject field

Who can give me a hint?

@stephen1818

We currently do not support Emojis and this is something we are looking to support in v2.0 (no set development or release date) so stay tuned. We have a formatter that's supposed to strip emojis but it looks like it's stripping everything after as well. We will look into this.

UPDATE:
It looks like we only strip emojis in the body and not the subject line. We will add this to the subject line as well. Thanks for reporting!

Cheers.

Good to hear that it will work with v 2.0 and then also with the subject ... not so nice, that this will take a while.

By the way, it works with emojis in the "From" field. The sender's name in the "From" field will be taken over correctly, no matter if emojis are before or after the name.

Any hint if and where in class.mailparse.php or class.mailfetch.php we can build a workaround?

@stephen1818

You misinterpreted what I said. Emoji support is slated for v2.0, the patch is slated for current versions. This means that I'm currently working on the patch to strip emojis from the subject line for the current versions.

Cheers.

Thank you for making it clear ... and I'm very happy now!

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