How to force people to login to the ticket system to view replies?

[jasonwood]

Hi all,

We are so fed up of the parser lockfile problem, and email fetching in general, that we want to stop customers replying to tickets by email.

The only was I can think to do this would be to ensure that when our staff reply to a ticket, an email is sent to the customer stating:

**************************************
You have received a reply to your ticket.
Please visit out support section to view the reply.

URL....
User: xxx
Pass: xxx
**************************************

So the reply does not contain the staff message, but just the above details, including login details.

I know I have to modify the staff_reply template, but i'm having trouble doing it.

Any help would be greatly appreciated.

Jason

[Jamie Edwards]

Hi Jason,

We are so fed up of the parser lockfile problem, and email fetching in general, that we want to stop customers replying to tickets by email.

What problem are you running into? We do not know of any parser lockfile issues in 3.30.02.

To force users to reply via the ticket interface;

1) Make the staff_reply template amendments as you have said
2) Create a mail parser rule, that checks for the criteria "Is Reply" - if true, discard it and send back an autoresponder message explaining where they must submit the reply

Awaiting your reply,

[jasonwood]

Hi Jamie,

We have that version of the software.

If a customer emails us with a large attachment, the parser stops working, and the lockfile appears in the files folder. I delete it, but it reappears.

It's frustrating having to keep checking for the lockfile.

I had to manually delete the offending emails (with attachments) to stop the lockfile appearing. We need the software to run smoothly without it getting blocked. The parser also left copies of some messages on the server which makes it confusing.

We just want to get away from mail parsing altogether, since it can be too troublesome!

If anyone can help me modify the staff_reply template as above, that would be great.

Also, if we go to New Ticket > Send Email, which template is it which is used?

Thanks
Jason