Free eSupport QuickTicket Script v1.0 for Kayako eSupport

[netarus]

Hi All,

This is something I know a number of people have been looking for and that we are now officially releasing at no cost to the community.

Title: Netarus eSupport QuickTicket Script v1.0 for Kayako eSupport
Author: Chris Machut - http://www.netarus.com/scripts/
Date: June 19, 2007

Description:

This script will create a new Kayako eSupport/SupportSuite ticket based on the fields specified and will optionally close them automatically after a specified period of time. This is ideal for those who just want to quickly and easily enter in multiple tickets at a time.

Features:

- Completely web based with optional pop-up window to keep the window at a certain location on your desktop.
- Automatic closing of tickets within a specified number of minutes after creating the ticket.
- Default Owner and Queues.
- Uses email and follow-ups to process all tickets (in leiu of an API being available).


Installation Instructions:

Read the comments within the enclosed PHP script. This provides complete installation instructions for configuring and running this utility. Only the PHP file is needed for installation.

Download from http://www.netarus.com/scripts/#quickticket

Please post any bugs, comments or questions about this script to this thread.

[craigbrass]

Thanks for sharing!

[Siora]

In your instructions it says that you have to input the email address of the address that accepts support tickets. However, what if your installation accepts tickets from numerous addresses?

[netarus]

Good question. Believe it or not, it does not matter. Here's how it works:

If you configure the following email addresses within Kayako:

1) department1@mycompany.com -> Department1
2) department2@mycompany.com -> Department2

Now, set the script to send all emails to department1@mycompany.com.

When submitting the ticket, the script will allow you to choose between Department1 and Department2 when submitting the ticket. By default, if you select Department2 from within the script and then send the ticket, the email will be picked up by Kayako and place it in Department1 by default. However, a follow-up was also created to move the ticket from Department1 (the default department for department1@mycompany.com) to Department2. In the end, it does not matter which email address you use... the follow-up system (as long as you have the latest stable release and the follow-up system is working) will move the ticket to the correct department regardless of the email address that is used.

I hope this answers your question. Make sense?

[Siora]

Not sure if it makes sense to me but I'll take your word for it. Thanks Netarus.

[netarus]

No worries... let me know how it goes for you. I'm always curious who uses the script and if they find it useful.

Chris

[Siora]

Okay I just tried it out but the system just times out and says "Error: Ticket was not created".

Could it have something to do with the fact that my parser is set to run every 5 minutes or that I have a rule set such that it does not accept emails that aren't replies? I would assume yes since that makes sense. Is there a way around this without eliminating my rules?

[netarus]

The ticket submission system will try to force to parse the email queue. Did the ticket submission process immediately fail or did it fail after checking the email queue after the 10 (or so) attempts?

Here are a couple of thoughts:

#1:
If after submitting the ticket, what happens if you open the following within another web browser?

http://support.mycompany.com/cron/index.php?_t=parser

#2:
Also, make sure that the PHP mail() function is working on your server and that your server is able to send mail to your domain directly from your server. I've seen in the past where the web server's DNS was not configured correct and mail could not be submited.

#3:
You can click on the text next to 'Error: Ticket was not created' to have it try to check for it again.

[Siora]

1. I tried running the parser manually but the parser doesn't even recognize an email coming through. And yes it fails after 10 attempts
2. I'll see what my server guy says about this

I'll keep you posted.

[netarus]

Sounds to me like your PHP mail() function might not be:

a) functioning properly (or have restricted access)
b) able to send email to your domain.

[fivestarhost]

Thanks for sharing!

[netarus]

Glad you like it.

[Thijs]

Hi,

This script is really nice, but to use it for external tickets, what is possible, I think we have to disable the owner an the time for closing.

Someone already using this for such a solution ?

Thijs

[OutHOST]

Thanks for sharing, very nice