Support

 Hi, I have read the documentation once and will read it again tonight. I am setting up ATS for the first time so apologies for simple questions. They will get more complex as I understand more and try things out.
I have also read a few tickets here. May I check my understanding:
1. In the case where a cron job is setup to monitor an incoming email inbox, how does ATS match the email to the user? I believe this is by looking up the email in Joomla #_users table?
2. in this case, does it pick up every email in that inbox and create tickets for each email - or only pick up emails where there is a matching email address in this #_users table? I believe it would only pick up emails from existing users with emails in the table.
3. If a user sends a new email on an old case (but not as reply to the ticket reply which we have sent) and ATS creates a new ticket, can this be merged with a previous ticket from the same user? - haven't found this yet
4. If a user sends a new email on a new case, will the cron jon create a new ticket for that user?

Thanks and Best Regards

Thank you, Davide,

So in 2 and 4, ATS will process emails in the box which have a valid email sender in joomla - and leave the other emails untouched.

Two other qs for now
5. if we have an organisation that we support with 2 users, each user will have a different ticket log. We cannot create a single log for that organisation that both users can create tickets for because joomla treats these people as 2 different users.
6. What happens if we have several users with the same email address (historical mistake) in joomla - does ATS ignore or does it process for the first user it finds with that email in the joomla table?

Thanks and Best Regards, Mike

Hi Davide, I will explain a different way. Let's say we have a Company A that we supply. They have 2 people who deal with us PersonA and PersonB. They each have their own login for Joomla. Can PersonA see the tickets created by both people for Company A (that is, the tickets created by PersonB as well as his own PersonA).
From my reading of the documentation, I think each ticket is restricted to the user who created it plus those users in the support team user group.
So in my example above, our support team will be able to see PersonA and PersonB tickets (and all other tickets), but PersonA can only see PersonA tickets and PersonB, PersonB tickets. They can't see each others. I think.
Is that correct?

OK that makes sense, thanks. In theory, we could create access level / user group which would allow PersonA and PersonB to be in their own support group so they could see all their Company tickets - but we won't get that complicated on our first attempt. Thanks for your help.