Stop reformatting (rehashing) URLs in ticket comments
I sent my customer a ticket reply with a URL to a web site in it. The link was copied straight from my browser, but when the customer received the ticket comment email they called me to ask what I was sending them and if it was safe, because mousing over the link showed that it was taking them to this page, which looks like nothing to do with the original link I pasted, and actually looked like this :
In this day of ransomware etc I encourage all my customers to be cautious, and to see the above link can raise suspicion. It certainly destroys readability and has nothing in common with the ticket in question.
Why does RS do this? If there is a way to stop it please let me know.
I can't see any positive use of this rehashing of URLs, there are just negatives. Please send URLs in tickets comments as they originally were inserted. I don't want to have to email web site URLs to my customers in parallel outside of RS tickets.
Gazo
shared this idea
-
Gazo
commented
For the comment mentioning email delivery issues by "All Seasons", the solution to this is to use SPF.
-
All Seasons Power Equipment
commented
Also adding the ability to use our own custom domain, just a simple CNAME record RS.MyDomain.com
-
All Seasons Power Equipment
commented
It also has to do with preventing emails from going to spam. When links in an email match the domain sending the email it reduces the spam score a lot. Shorter Hashes or even readable redirct links like: `http://reply.repairshopr.com/wf/click?ORIGINALURL.COM` might be a better solution to maintain deliver-ability.
-
Jason Pitt commented
That really should be optional, at least. That would be alarming to some of our... mid-grade ability sort of customers, the ones who know to check the link but not enough to, you know, open it in incognito etc to limit the threat. Especially if they don't actually realize that it was RS that sent them the message - then it's just some weird foreign link to them.
-
Gazo
commented
The response I received from support didn't indicate any way to change this, so it must be baked in.
RS support response: "The link that you see is the link that RepairShopr uses in emails that it has sent to check if the link is clicked. It is a valid and OK link. Email sent via RepairShopr will always change an active link."
As we already know if the ticket comment email is opened, why do we need to know if a URL link in the ticket comment email is clicked as well? I see it as some unintended effect of the email engine / wrapper that RS uses. Please turn it off.