freescout-help-desk/freescout

When we get tickets that we want to merge, they often come in batches, e.g. 20 e-mails with very similar or the exact same subject and from the same sender. The current way of merging tickets is the Merge dialog in a ticket itself, which is based on a search and a small list of similar tickets. That ticket list, however, is very minimal. It only contains the ticket number and the subject. So it is often necessary to verify that the ticket we are selecting is actually the one we think it is by opening it. That's tiresome. Using the ticket list would make it much easier to identify which tickets should be merged, as it shows much more information about the tickets themselves. Like this (mockup): Information displayed in the ticket merge dialog: ticket number subject Information displayed in the ticket list: ticket number subject customer name customer e-mail content preview reception time Some other ticketing systems also have that feature, and I very much like it for such cases.

We want to better track our customers history to understand previous problems or patterns. We can't see anything that they might be cc'ed on or to'ed additionally too

PHP version: (unknown, please advise if needed) FreeScout version: 1.8.239 Database: (unknown) Are you using CloudFlare: No (mailbox fetch is direct; CloudFlare only fronts the site that sends the email) Are you using non-official modules: No Summary A single mailbox emailing itself creates two separate conversations from what is confirmed to be the same email (identical Message-Id header). Only one fetch method is configured for the mailbox (verified), so this isn't a duplicate-fetch-method misconfiguration. Setup One FreeScout mailbox: [email protected] An external service sends mail via JMAP (Fastmail/MessagingEngine relay) with From: [email protected] and To: [email protected] (self-addressed - the sending identity and the destination mailbox are the same address). Only one incoming-fetch method is active for this mailbox (confirmed in Settings > Mailboxes > Incoming). Actual behavior Two separate conversations are created, both with subject [Uninstall Fee

Problem On the conversations list, the Customer column is too narrow. Long customer names get cut off, the email gets truncated, and the thread counter badge next to the name is pushed out of view. For a customer with 100+ threads the badge is not visible at all. At the same time, the Assigned To column takes far more space than it needs. A single short name gets roughly the same width as the whole Conversation column, so the subject and preview get squeezed and clipped. Adjusting the widths in the browser (wider Customer column, narrower Assigned To, Conversation gets the remaining space) fixes it: the full customer name, the counter badge and the email all fit, and the subject gets much more room. Suggestion Give the Customer column more width so name, counter and email fit. Give the Assigned To column a fixed, smaller width. Let the Conversation column take the remaining space. Recommendation (longer term) The conversation list is a legacy HTML table with hard-coded column widths

PHP version: not to hand (this is a feature request, not a bug report — happy to provide if useful) FreeScout version: 1.8.230 (from the pinned nfrastack/freescout:2.2.0 image; may have moved since) Database: MariaDB Are you using CloudFlare: No Are you using non-official modules: No Feature request: an option to paste as plain text in the conversation editor When agents paste content into a reply (from Word, Outlook, Google Docs, or another mail client), the source HTML comes in as-is and cannot be fully cleaned afterwards. Background colours, table/div layout and fonts survive, so the reply that reaches the customer carries formatting from wherever the text came from. Looking at convEditorInit() in public/js/main.js, the plain-text paste handler already exists, but it is only applied to chat conversations: // Allow to insert only plain text in chats if (convIsChat()) { options.callbacks.onPaste = function (e) { var bufferText = ((e.originalEvent || e).clipboardData || w