Kyle,

   I definitely see the advantage of being able to format a respose and drop in a screen shot.

I'm with you on this one!

Also needed to make HTML code from inserted answers readable for the agent.

Thanks for the input so far. can you elaborate on the other elements that would be desirable? Would this editor need to support HTML 4/5 in their entirety or is text formatting and image embed the extent of your requirements?

Dave,

  I am looking for text formatting:

  * Bulleted/Numbered lists

  * Italics

  * Bold

  * etc

 

Without a WYSIWIG editor these would not be used.

 

For the embeds.  It would have to include the ability to store the images server side easily.

I don't like (heavily) formatted email. It's something from the pre spam days. Lots of email clients block formatting in some way or another. Besides, i don't like agents messing up the email layout. If i want to send an image i just attach it.

 

I also like the removal of the html formatting on incoming mail and relies, it keeps the threads clean. If you start sending html, you'd also need to receive it.

 

What i like to see it a html filter on inserted answer text. As it is at the moment, including links is the only serious option.

I'm all for flexibility; but there also has to be an option to send in plain text format. We have a lot of users on campus still using text-based (no HTML) email clients - including Pine on Unix. We can't disenfranchise those users by sending all responses in HTML format.

Having the ability to bold, number etc. would be very useful when sending a response to customers to help explain and emphasize the steps that need to be completd to resolve the issue. Also adding screenshots within the response would be great so that agents would not need to create another document and then attach. This way they create the entire response within the response in RNT.

Inline images are a neccessity. It's a PITA to put an image into a file then attach the image as an attachment.

Good comments from DS. I like the idea of HTML formatting for emails but it needs to be configurable at both system and incident level. That way the business can decide the overall default approach (preferring plain text or html) however users can make the decision to flick to html when needed for including images, formatted text, bullet lists and the rest.

Something along the lines of the forum html thread post would suit me, functional but not overkill with fonts on offer etc!

Chris