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Akeeba Ticket System

#33666 E-Mail copy of sent answer

Posted in ‘Akeeba Ticket System for Joomla! 4 & 5’
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Latest post by steph38 on Tuesday, 08 September 2020 10:19 CDT

steph38

Hello,

Today in our configuration only the first post on a ticket is sent to the configured people in the Ticket System config

Could it be possible that all the posts are sent to the assigned person ?

If not could I suggest you to add this feature for the future devs ?

 

Thanks in advance for your help,

WBR,

 

___________________________________________________________

Stéphane KARCHER
Webmaster

SYNERGISUD - France
e-Mail : [email protected] (anti-spam by MailInBlack)
Languages FR(French): Native,  EN(English): Good, DE(German): Good,  (Alsatian - German dialect: Native)

nicholas
Akeeba Staff
Manager

Could it be possible that all the posts are sent to the assigned person ?

Yes, that's how it's supposed to work.

When you have a new ticket all category managers receive it so one of them can reply to it.

When the ticket gets assigned to a specific manager only that manager (and the client who submitted the ticket, of course) will receive email notifications. In fact, other managers viewing the ticket will get a message warning them that it's being handled by another manager.

If not could I suggest you to add this feature for the future devs ?

No. The way ATS works right now is deliberate.

Adding the ability for a specific category to always copy all managers is a recipe for disaster, especially combined with the Reply by Email feature. You'd get everyone replying to a single ticket which is... less than optimal, I should say.

The idea behind ATS is that you have a pool of support staff but one and only one of them is the assigned person to reply to the ticket at a time. If the ticket needs escalation you can re-assign it to a different manager (and they do get emailed about it).

If a manager wants to see all replies by the support staff the only way it can be currently done is by going into the list of tickets, which is sorted by last reply date descended, and view each ticket individually.

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!

steph38

Hi Nicholas,

 

Thanks for your quick reply !

In fact here is our situation on receiving Mails for the Ticket system.

  1. When a customer posts a new ticket every manager in that category gets an E-mail with the made post
  2. When one of those managers assign to itself the customer ticket is he supposed to get an e-mail copy with the answer he posted ? Because today this is not happening on our system...
  3. The message in the ticket that this ticket is assigned to this manager is displayed on our system

Adding the ability for a specific category to always copy all managers is a recipe for disaster, especially combined with the Reply by Email feature. You'd get everyone replying to a single ticket which is... less than optimal, I should say.

I agree totally with you ! Haven't thought about the e-mail system when asking

Thanks in advance for your help

WBR,

 

___________________________________________________________

Stéphane KARCHER
Webmaster

SYNERGISUD - France
e-Mail : [email protected] (anti-spam by MailInBlack)
Languages FR(French): Native,  EN(English): Good, DE(German): Good,  (Alsatian - German dialect: Native)

nicholas
Akeeba Staff
Manager

Managers do NOT get an email with the answer they posted. It doesn't make any sense to do so.

They will only get an email when someone else (the client or another manager) posts a reply on the ticket assigned to them.

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!

steph38

Many thanks Nicholas for the quick reply.

Everything is clear now.

WBR,

PS : I'll close the ticket

___________________________________________________________

Stéphane KARCHER
Webmaster

SYNERGISUD - France
e-Mail : [email protected] (anti-spam by MailInBlack)
Languages FR(French): Native,  EN(English): Good, DE(German): Good,  (Alsatian - German dialect: Native)

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