Email to Case Premium currently relies on the use of Case Comments, and Salesforce does not support rich text (HTML) in case comments nor do they have any immediate plans to incorporate rich text into Case Comments. Since our last major release of this application, the product team at Vicasso has devoted a heavy focus on evaluating rich text capabilities for Email to Case Premium. Starting in version 5.00 of Email to Case Premium, Vicasso has added functionality to support Rich Text (HTML) on the packaged New Comment page. For more information on the setup, features, and limitations, please see the details outlined below.
A new setting titled "Enable Enhanced Comment Editor" has been added to the Email to Case Premium Outbound Configuration page. When enabled, the New Comment page will display a new rich text editor.
Upon enabling the setting above, you will also need to update your email templates to use the new "Most Recent Public Comment (HTML)" merge field. For ease, we've included a template in this latest version titled "New Comment Personal HTML (VF)" that already includes this merge field.
Support for the New Comment page:
The new rich text editor on the New Comment page will allow for outbound responses to include the following formatting options:
The new rich text editor is also available when editing Canned Comments. All of the same formatting features are available along with the insertion of merge fields.
Inline Image Support:
Inline images added on the New Comment page will be added as Files on the Case. Please consider adding the Files related list to your Case page layouts and configuring Email to Case Premium to handle Files per the following knowledge article.
In order to insert inline images, you must enable the following settings under Setup | Build | Customize | Salesforce Files | Settings | Content Deliveries and Public Links:
If the Content Deliveries and Public Links section does not appear in your Org, please open up a case with Salesforce Support to have the section exposed.
In order to view the HTML of an Email Message (both inbound and outbound), you would traditionally need to open up the Email Message record in a new window and click the link titled "Click here to view HTML version". We have simplified this process in the latest version of Email to Case Premium by packaging an existing add-on of ours called Case Presentation Layer. Please review the documentation here for setup instructions of Case Presentation Layer.
Features of Case Presentation Layer include: