What is New in Open Source Ticketing System 1.8 b and How it is Better?

This article contains pointers about some of the new updates in osTicket 1.8.

Open Source Ticketing System – The first version introduces two core extensions that radically change the way users interact with the osTicket help desk. This guide describes some aspects of the new features. It helps to understand and get the most out of the new features.

Open Source Ticketing System | Rich Text HTML Ticket Thread

It is an option enabled by default. So, osticket can now process HTML emails with rich text markup in most long answer boxes throughout the system, such as employee replies and internal notes sent to ticket threads. Off-the-shelf responses and email templates also include HTML topics for consistency across functions of Open Source Ticketing System.


The rich text editor used throughout the software to edit rich text content almost always automatically saves your work to the osTicket server. When the draft is updated on the server, you will see a “Draft saved” notification just above and to the right of the text editor. Suppose the page is refreshed for any reason (for example, you are logged out). In that case, the draft will be automatically reloaded and displayed.

If you want to discard the draft, you can use the trash can icon that appears with the memo that saved the draft, or you can use the Reset button that appears next to the Save button. The draft will be discarded. For example, when editing content, if an existing prepared answer is available, the page will be refreshed to show the content as it was last saved.

Rich Text Signatures and Notes

Signatures also can incorporate rich textual content markup now. All markup to be had withinside the price tag thread is to be had for your signature line. Images aren’t allowed to be uploaded and covered inline in signature boxes. However, any photo already within the system — possibly connected to a FAQ article or canned reaction or an assist table logo — must be delivered resized withinside the signature. However, you’re advocated to connect your enterprise emblems to the HTML email templates. Placing your emblems there’ll assist you to create a far extra constant format and subject matter throughout your consumer communication.

Admin notes fields additionally permit wealthy textual content markup. However, neither admin nor signature notes fields are proven with the markup toolbar. Double-click on the wealthy textual content subject or pick out a part of the textual content, and a markup bar will seem through your mouse cursor.

HTML Email

HTML emails are the default, and templates used to format outbound emails are always managed in rich text. For maximum compatibility, emails are sent in both HTML and plain text. Suppose the customer’s email software only supports plain text email. In that case, the plain text version of the email will always be included in the email. If you choose to disable the HTML ticket thread, HTML email will also be disabled.

Only the plain text version derived from the HTML template will be included in the email in this scenario. HTML images, typically included in HTML documents and displayed inline, are separate attachments. As a limitation, the following applies: If the HTML ticket thread is deactivated, an incoming email will also be parsed differently. If possible, a plain text version of the email is recommended. Otherwise, a plain text version of the email will be created from the HTML version. So, this plain text version is the only one recorded. All other rich text markups in the email will be discarded.

Inline Images

Images in HTML emails declared inline are now displayed in the ticket thread. The displayed image has a hover effect, and the file name and download link of the image is displayed. External images are also displayed. However, placeholder images are typically displayed in the ticket thread, and a button labeled Show Image is appended to the header of the ticket thread entry. Click to replace the placeholder with the actual external image.

Even if the HTML ticket thread is disabled, inline attachments will be accepted. It will be based on the Allowed Attachments setting, but attachments will not be displayed inline.

Default Templates – Open Source Ticketing System

Initial template data is now stored outside the database. This means that you can create a new email template group without cloning an existing template. The template data that comes with the system is used as the initial template data. Template translations will soon be available (with the community’s help). So, translated templates will be available by selecting the desired language from the drop-down list when creating a new template group.

Enabling or Disabling HTML

As mentioned earlier, you can disable the rich text feature of the ticket thread. Go to Administration Panel> Settings> Tickets and check the Enable HTML Ticket Threads settings.

Custom Forms and Fields

Open Source Ticketing System – You can now customize the data collected from users when filling out the ticket form. This takes digital business transformation to the next level. You can now request information related to business practices and customize the type of input that users present. Short and long answer fields, drop-down lists, checkboxes, date and time, and phone number fields are available. Each field is configurable and can be set as needed. The field can be marked as required, where the entry must send the ticket. Same goes for when it’s internal. That is where the entry is not visible to the end-user.

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