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Latest post by on Saturday, 27 March 2021 20:17 CDT
Hello,
During our "go live" review of ATS, it was requested that all support team members be CC'ed on the Assigned Ticket email notification. Is there a method to modify the template to include additional email addresses other than just the manager assigned to the case?
The documentation didn't seem to have any information on this.
Thanks in advance for your assistance.
EJ
No, you cannot do that. This is not part of an email template or a template override, it's how the Akeeba Ticket System – Email plugin works.
There is a solution to that, though.
In your hosting control panel create a mail forwarder. Set it so that it forwards to the email addresses of all of your support staff. Create a Joomla user with the email address of the forwarder and assign it support staff privileges. Assigning a ticket to this user will send an email to the forwarder which will forward the email to all support staff.
That said and seeing all your tickets I don't think that what you are looking for is a support ticket system. You are looking for a hybrid between a forum, a ticket system and a CRM. There's no off the shelf software or service that can be reasonably customised to your specifications. You actually need someone to create bespoke software for you. We cannot do that for you, nor can we make ATS work according to your specifications which are far removed from the operating principles described in the documentation.
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!
Working hours: We are open Monday to Friday, 9am to 7pm Cyprus timezone (EET / EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets outside of our working hours, but we cannot respond to them until we're back at the office.
Support policy: We would like to kindly inform you that when using our support you have already agreed to the Support Policy which is part of our Terms of Service. Thank you for your understanding and for helping us help you!
