Why HTML vs plain text?
Plain text can be difficult to read and information can be missed. With HTML, it is presented in sections, with headers, bold text and is easy to read and find all the information. Many members use parsers to pull out information on plain text emails which then requires them to know what line it is on, how many spaces to count and then how big the field might be. For these members we recommend switching to JSON or XML web hook instead of plain text or HTML. However, for members that can’t use web hooks or parse XML or JSON, you could parse HTML, even though we still don’t recommend this way, it could be used as a last resort. All the fields of HTML have “id tags” that could be used to pull the field data from, instead of having to know the number of spaces, the line number and field length/type. Don't worry, plain text is still here to stay!
What is a Web Hook?
A web hook is a server to server connection from us to you triggered upon a ticket needing to be delivered. When a ticket is created that triggers our server to establish a connection directly to your server and send the ticket data over.
When are these methods and formats available?
These new methods and format types are available now for use on the current 2021 format. Test tickets for the new 2023 format will be available soon as well for these options. To switch to one of these or for test tickets, please contact member services at . Please include your member code and a contact number with your email.
Is anything going away?
Don't worry, plain text and XML format options are not being removed. We are only giving you more options to choose from.