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#22558 Using ATS as an email client

Posted in ‘Pre-sales and Account Questions’
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paddyrolls
 Hi

This is more a question about extending the functionality of ATS to being just a helpdesk type extension.

I have adapted ATS to be used as a email client, so the below features would be useful.

1. As a user, it would be great to be able to select who to send the ticket to. So basically a list of available assigned managers that is setup for the particular category.
2. Sometime as a manager, it would be good to be able to email the user with a question. (not create a ticket on behalf of the user).

Not sure if these features are in your plan future release.

Thanks

Patrick

nicholas
Akeeba Staff
Manager
Hello Patrick,

None of these features is really part of a support ticket system extension like ATS.

#1 is not going to happen mostly because of ATS' philosophy. The idea is submitted tickets end up in a pool of unassigned work. Then it's up to the support staff, or their supervisor, to assign tickets to staff based on skill, availability, special conditions or other criteria that's nigh impossible to codify in a computer-friendly manner (at least not without burdening the end users of the system – doing that signs the death warrant of the software). I've been asked before for users to assign support staff, I've made up my mind and I won't change it: it won't happen, period.

#2 is not going to happen simply because the concept is entirely foreign to the concept of a ticket system. The data model is many users can have many tickets which can have many posts. It just doesn't fit. I believe you need something like uddeIM, or a similar component. You certainly don't want a support ticket system which is what ATS is designed to do.

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!

paddyrolls
Hi Nicholas

Thank you for your replies.

I can understand your position in relation to users being able to assign ticket to support staff.

I guess my only point for a manager/support staff being able to create a ticket/email to a user is in the case that support staff would like to create a ticket to get help/assistance from a user.
But I can understand your reasoning for no implementing the reverse functionality.

Thanks

Patrick

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