Force users to submit ticket webbased

[McRox]

Hello,

Is there an option to force users to create tickets through esupport?

For example, customers who send an email to technical support will need to include their customer id, root password, ips etc. (all custom fields) when submitting a ticket webbased.

However, it's quite frustrating when customers skip this step by simply sending an email to tech support (and usually forget adding the required info..).

These options would be great, but couldn't find those:

- Ticket creation only possible webbased through the esuppport forms.
- Ticket replies possible through webbased and pipe/email. (No restrictions here..)
- Technical Support only for registered users.

Any idea's are welcome

[bubble]

you can set autoresponder (provided by your email hosting service) refusing email from your support and ask them to click link to go to esupport page

[McRox]

Originally Posted by bubble

you can set autoresponder (provided by your email hosting service) refusing email from your support and ask them to click link to go to esupport page

I'm not sure if you have seen how the ticketsystem of cpanel.net works.

Users have to create a ticket, to be able to reply (trough email) to it. So PIPE should only work if the customer has created this ticket webbased and wants to reply to the email received from the ticketsystem.

If I would setup autoresponders, I'd need to disable piping.

[bubble]

you can set up another subdomain for your ticket system

[McRox]

Originally Posted by bubble

you can set up another subdomain for your ticket system

I'm affraid you misunderstood me mate.

All I want to do is that esupport should only PIPE an email if its a reply to a ticket. If it is a NEW ticket, it should send an auto-responder with the following:

=======================================
Hello,

Thank you for contacting us. Please note that ticket creation is only possible through our ticket system on subdomain.domain.com Once you have created a ticket through our webbased ticket system, you are able to respond to it by email.

Please go to subdomain.domain.com and resubmit your ticket again.

Best regards,

DOMAIN.COM
=======================================

I found the following solution for this problem:

What I have done is the following:

- Insert new rule (under mail parser)
- Criteria: IS REPLY EQUAL FALSE
- Rule type: PRE-PARSE

Reply to Email (You can make the system automatically reply to the email that matches the above criteria with the specified message.): MESSAGE TEMPLATE ABOVE

Forward Email To: ignored@domain.com (just for the records..)
Ignore the Email: YES
Don't Send Autoresponder Message: YES
Don't Process Alert Rules: YES
Don't Tag as Ticket Reply: NO

Unfortunately it doesn't seem to work correctly. The e-mail is not added to the ticketsystem (which is good), but the notification (message template above) is not sent (NOT good )

The forwarded email (to ignored@domain.com) is received though.. And I set an auto-responder for ignored@domain.com, but the auto-responder is not sent to the customer..

Anyone tested this out?

[McRox]

Got it working!!

The problem seems to be:

> Forward Email To: ignored@domain.com (just for the records..)

If I leave it empty, the auto-responder works. If I fill in the above field the auto responder is not sent. Emptying the "Reply to Email" field doesn't help either.

I guess it is a bug with the "forward email" feature...

[McRox]

After lots of testing, I found out that the "forward email" works fine as long as it is not an auto-responder (setup in cpanel/directadmin)

Thanks very much for this as we will need this also as we only offer paid support so we don't want anyone just creating a ticket to our support department. When I get it setup and test it more in depth , I will be able to reply unless you have it all figured out now

[McRox]

Originally Posted by RobinsonS

Thanks very much for this as we will need this also as we only offer paid support so we don't want anyone just creating a ticket to our support department. When I get it setup and test it more in depth , I will be able to reply unless you have it all figured out now

It works great

The only thing is, that the notification email (In esupport called "Reply to Email") has only a customizable reply itself, not the subject and the "from" email.

So if I create a ticket by sending an email to techsupport@mydomain.com, esupport will drop the ticket (cause customers can only email to existing tickets) and send the customer the "Reply to Email"-message.

The thing is, if the customer received such mail I'm sure he'll be pissed off when he doesn't have the email somewhere in his sent-mail folder, because the automated message doesn't include the emai text from the customer.

Another problem is that the esupport "Reply to Email"-message is sent from techsupport@mydomain.com and with the same subject that the customer use, while I would prefer use something like:

from email: message-ignored@mydomain.com
Subject: WARNING! MESSAGE IGNORED $customer-subject-here

So at least the customer knows he did something wrong and would immediately open this email

I'm going to mail support if they can include a custom "from email", subject, and the original customer-message as it would be a great feature.

[Varun Shoor]

Hi,
The next build will send the notice if the Registration option is disabled for a queue.

The notice contents, subject etc will be customizable using the Language Packs under locale/en-us.

Regards,

Varun Shoor

[McRox]

Originally Posted by Varun [K]

Hi,
The next build will send the notice if the Registration option is disabled for a queue.

You mean the "Reply to Email" notice, like this one:

=======================================
Hello,

Thank you for contacting us. Please note that ticket creation is only possible through our ticket system on subdomain.domain.com Once you have created a ticket through our webbased ticket system, you are able to respond to it by email.

Please go to subdomain.domain.com and resubmit your ticket again.

Best regards,

DOMAIN.COM
=======================================

And what do you mean with the the registration option disabled for a queue? Registration validation of esupport "accounts"?

Originally Posted by Varun [K]

Hi,
The notice contents, subject etc will be customizable using the Language Packs under locale/en-us.

Great!

I found the following variables in /locale/en-us/mailparser_rules.php file:

'preplytoname' => 'Reply-To Name',
'desc_preplytoname' => 'This Criteria matches the Reply-To Name. The Reply-To Name is fetched from the "Reply-To: " attribute in an incoming email. Example:<BR />Reply-To: <span class="tabletitle">Reply-To Name</span> &lt;replytoemail@domain.com&gt;',

'preplytoemail' => 'Reply-To Email',
'desc_preplytoemail' => 'This Criteria matches the Reply-To Email Address. The Reply-To Email Address is fetched from the "Reply-To: " attribute in an incoming email. Example:<BR />Reply-To: Reply-To Name &lt;<span class="tabletitle">replytoemail@domain.com</span>&gt;',

'psubject' => 'Subject',
'desc_psubject' => 'Matches the Email Subject',

Are those the correct ones to customize? If yes, what should I exactly modify? (Forgive me my lack of PHP programming experience )

[Varun Shoor]

The variables for that email are not in there yet, They will be once we add that feature

Regards,

Varun Shoor

[McRox]

Originally Posted by Varun [K]

The variables for that email are not in there yet, They will be once we add that feature

Aah, ok great! Thanks!

[Bashar]

was this feature added to v2.3.5 yet? the custom variables?

[AlkonCeReBrO]

thanks for the explain!! REally help