#34608 – Modifying the manager-assignedticket email template to CC all support staff

Posted in ‘Akeeba Ticket System’
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Wednesday, 24 February 2021 12:00 CST
[email protected]

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

Custom Fields

Joomla! version (in x.y.z format) 3.9.24
PHP version (in x.y.z format) 7.4.14
Akeeba Ticket System version (x.y.z format) 3.5.4
Thursday, 25 February 2021 02:15 CST
nicholas

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



Please keep in mind my timezone and cultural differences when reading my replies. Thank you!



Saturday, 27 March 2021 20:17 CDT
system
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