Support

Hi Nic,

It would be really helpful if it were possible to send the initial ticket submission to a specified email address which could be set up globally or on a per-category basis.

An example might be that you want all new ticket notifications to be sent to your support email address, or in our case we have particular filters which bring the emails into the right support group based on the email (e.g. support+htmlmaps@ goes into our HTML Maps support queue, managed by the team who look after that extension).

I appreciate there is a replyto field, but it would be good if there was also a 'notify' field?  I don't know if the replyto field already does that or not?

Ruth

Hi Nic,

Could you just clarify for me:

When a ticket is posted - what addresses are populated in the 'to' field and the 'from' field for the notification email, and what emails are sent?

Is there a notification email with the from field being the customer's email address, and the to field being the address set up in the category, and an email to the customer advising them that a ticket has been raised, with the to email being the customer's email address, and the from email being the category email?

Is this the case?

Ruth

Hi Nic

We're not getting any notifications to support@viryatechnologies at all - it's meaning we're not aware when a ticket is raised.  Our categories are set with the mail address of [email protected] etc.  and I've also tried just using [email protected] - nada.  The customer gets the email, and I am getting an email to [email protected] 'because you are a manager of xxxx category' which is displayed at the bottom of the email - how do I define which users manage which categories?  I've tried searching the documentation but I can't find anything about this, and I can't see anything in the categories either.

I had originally thought that when a user posts a ticket, the email would come from them (customer in the from field) to us (support+htmlmap@viryatechnologies in the to field) just as it would if they were emailing us a support query, but that's not the way ATS is set up and I can see your reasoning why!

We can't push our ticket notifications into our CRM for this reason (which was why I was asking about the email addresses and emails) because they would have to originate from the customer in order to be assigned to the right customer record (otherwise everything would go down as coming from Virya Software), as you say above this isn't the case, so it won't work and we'll have to work manually in the site - but at present the problem is we simply don't know there is a ticket to look at without logging in!

PS. I think whatever we did with ACL Manager screwed up our ACLs - suddenly several of our commercial ACLs had the subscription ACL removed, and were set to Registered!  Nobody touches the ACLs unless we're adding a new product (which I do myself), so I can only assume that was something that ACL Manager 'fixed' - it caused as quite a bit of strife as users had not been granted access to the right forums and ticket categories, and registered users had access to our commercial documentation and whatnot without a subscription!  Just FYI - can't see what else would have reset the ACLs.

Ruth

Thanks Nic, I assumed that was the case and I did read this section and nowhere is it explictly denied, but I don't understand why the rest of the team (who are all Super User level, as is our ViryaAdmin account registered with [email protected]) are not getting an email notification.  The global permissions for super administrator level are set to allow for all elements.  I double checked this with ACL Manager, and it's all good there too.

From what I can see, only I get the email on my [email protected] account, associated with the user ruth.cheesley - nobody else at Super User level is receiving any kind of notifciation - and they do get notifications for the forums etc so I know that side of things is working.

Ruth

Aha!!!!  That'd be why, none of them except me were set to receive system emails - emails flowing now!  Thanks!

Ruth

Hahaha I know the feeling!  It would be really useful to be able to explain the email flows a bit clearer if you get time too, I found it a touch confusing working out who emails would be going to & when .. even better would be if there were a way to be able to set what emails go in the to/from and if there is a bcc - but appreciate there's probably a lot more high priority stuff!

Hope to catch up at JAB and/or JDayNL if you're coming?

Ruth