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Akeeba Ticket System

#34597 Add CC email to ticket

Posted in ‘Akeeba Ticket System’
This is a public ticket

Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Environment Information

Joomla! version
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PHP version
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Akeeba Ticket System version
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support@shorecrest.org

Hello Support,

I was curious if there is a feature to allow a case manager to add another email address on a ticket.

 

Our use case is that as a school, we may have a student open a ticket. It would be nice to be able to add other email address notifications to the ticket. For instance, a teacher or parent on a per ticket basis. I know that you can add additional email notifications in a user's "Ticket System Preferences" but I assume that this would mean every ticket submitted by the user would generate notifications. For our use it would be nice to just add notifications for specific tickets.

 

Thanks in advance,

 

EJ

nicholas
Akeeba Staff
Manager

You can already do something similar to that but it's per user, not per ticket.

Make sure the User – Akeeba Ticket System plugin is published.

Edit the User – Akeeba Ticket System plugin and set “Show Additional Notification Email Addresses field” to Yes.

You can edit any Joomla user and add additional email addresses which will be CC'ed on the ticket contents. If you are also doing replies by email these email addresses can also reply to the ticket showing as the same user as the ticket's owner. They are not granted any post access to the ticket through the web.

This is the best that can be done taking into account public / private tickets and the different ways you can reply to a ticket. Per-ticket options would be incompatible with the reply by email and would make the code to send emails far more complicated and error prone.

 

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

support@shorecrest.org

Nicholas,

Appreciate the reply. I was aware of the ability to add additional CC email addresses on a per user basis. Are there any future plans to add this feature on a per ticket basis? May I make a feature request for your team to consider?

 

Thanks again for the support!

Sincerely,

EJ

 

nicholas
Akeeba Staff
Manager

As I said before, we had already looked into that but there are a few reasons we haven't implemented it.

The first point is how do you ensure that the feature is not going to be abused as a conduit for spamming other people. The only answer is that trusted users (support staff) can be the only people who can add emails.

The second problem is that being compliant with CAN-SPAM and its EU counterpart you need double opt-in. In other words it's not necessary that you add someone's email, they need to verify that they want to be notified about the ticket. This creates some issues regarding the user experience of the recipient of the double opt-in. Moreover, they need to be able to opt out (unsubscribe) at any time. This creates a lot of architectural issues, especially when you take into account private tickets. The major concern here is that need a magic URL in an email message which gives access to a private ticket's content so that these per-ticket features can work. This can be a major privacy / security issue.

There is also a problem regarding CCPA and GDPR compliance. A user can request that all of their data is removed. However, we won't have any indication that a reply posted by email from one of the add-on addresses (or one posted by accessing the ticket using a "magic" link to access the ticket) is attributable to anyone other than the person who owns the ticket. Sidestepping that would require us to create a Joomla user if one doesn't already exist for them (again raising issues about double opt-in for that operation, PLUS its relation to how Joomla is set up to handle new user account creation) . It would also require allowing random users post on other users' tickets. This requires deep architectural changes in way too many places and can introduce privacy and security issues which are very difficult to address.

Essentially, what you are trying to do is create a private forum for a closed group. This is not what ATS is designed to do. Trying to shoehorn that into ATS is both phenomenally complicated and raises a lot of questions about several privacy, security and legal compliance issues. Combined with the relatively small number of people who would use this feature in what is an already niche product in our extensions portfolio makes it extremely unlikely that we would ever consider implementing it.

If you really want this kind of features you probably need to look into a forum component like Kunena or third party support services (even though I am not aware of one which implements this kind of feature).

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

support@shorecrest.org

Nicholas,

 

Thank you for taking time to explain the many sides of this seemingly simple request. I appreciate that as a company you are considering all of the security, privacy issues/complications.

 

At this point, I think the best solution is for our case managers to simply forward the Ticket email notifications to any "interested parties" for reference. 

Once again, your patience and thoroughness are greatly appreciated.

Sincerely,

EJ

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