Force users to submit ticket webbased

[graziano68]

I posted this reply also on suggestion .

I don't know if it's already possible.

If the Staff man thinks that the ticket contains "confidential" information such as passwords or credit cards (i.e.) there should be a button "confidential" on Staff CP to set the ticket "confidential" .

When the ticket is set "confidential" all the replies sent via email should NOT
contain the reply and the user MUST login on support center to read the ticket.
No possibility to read the reply via email .

If the Staff don't click the button "confidential" the ticket is considered not "confidential" so the reply will be available to be read ALSO via email .

I think that for web hosting companies it's a must to have since very often we
need t exchange confidential information with our clients.

What do you think ?

[brooky]

I'm desperate to get this working. I got it to work once and now I can't anymore and I don't think I changed anything. (Unless my mail server is playing up).

Does this screenshot looks right? I'm running version 3.00.90.

[brooky]

I got this working and I have to say it is THE best thing that has happened to my company. No more spam or emails from people who haven't purchased our product. Life is nearly perefect. :P

THANKS TO YOU ALL!!

[jerett]

Can you explain what you did to make this work? Next - have you found out how to make it where you have to register to submit a ticket?

[brooky]

Well I followed these instructions but I use a customized version of the Kayako loginshare for invision power board so i doubt it will suit you.

You can edit the template file for the the submit ticket department list and change the if statement.

if(department id = restricted dept id && members group = allowed members group )
{
/// show
}

Something along those lines anyway.

[jerett]

Im sort of lost - so there was no way to restrict people from sending emails directly to the department other than changing the code?