Ticket Response Emails - Including whole coversation thread

sd123

Hi,

Can anyone tell me if its possible to somehow include the whole conversation thread/history in the notification email when you post a reply to a cutomer's ticket.

At the moment esupport just sends the latest response and the customer has to log in to the website to follow the whole converation trial for a support request.

Many Thanks.

***Varun Shoor*** · 24-03-2006, 06:27 PM

It is possible using the $postlist variable, You will need to enable this option under Admin CP > Settings > Tickets (Scroll to very end) and then use the <{foreach}> loop to get it working in the email_staffreply template.

Regards,

Varun Shoor

jaga · **code example? -** 25-03-2006, 09:24 PM

Can you post an example of the code needed to do this? I don't know what type $postlist is.

PhilEvans · 27-03-2006, 11:15 PM

I have done this by copying from the 'Viewticket' template. Search for 'postlist and that'll lead you to the right part of the code.

DanniZqo

Hi.

I am running the latest version of support suite and are trying to get the template email_staffreply to include the conversation history of the submitted ticket into the reply, but with out success.

I have followd the instructions and hints that i have found on the forum but with no success.

Can some one help me with this, or explain how it should be created.

Thank you, a new one on this product.

/Brgds
Daniel Lopez

kulukulu

I also want this history feature.

***Varun Shoor*** · 22-08-2006, 10:56 AM

Quote:

Originally Posted by DanniZqo

Hi.

I am running the latest version of support suite and are trying to get the template email_staffreply to include the conversation history of the submitted ticket into the reply, but with out success.

I have followd the instructions and hints that i have found on the forum but with no success.

Can some one help me with this, or explain how it should be created.

Thank you, a new one on this product.

/Brgds
Daniel Lopez

Can you let me know the exact steps you tried to get this done?

Regards,

Varun Shoor

littlegrasshoppa · 28-05-2007, 08:20 AM

Would anyone be able to tell us how to do this in eSupport version 2.3.5?

craigbrass · 28-05-2007, 09:08 AM

I do not think it is possible in V2. You should upgrade to V3 to gain this functionality.

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jaga Offline Member Posts: 54 Join Date: Nov 2005	code example? - 25-03-2006, 09:24 PM Can you post an example of the code needed to do this? I don't know what type $postlist is.

PhilEvans Offline New Member Posts: 1 Join Date: Mar 2006	27-03-2006, 11:15 PM I have done this by copying from the 'Viewticket' template. Search for 'postlist and that'll lead you to the right part of the code.

kulukulu Offline New Member Posts: 12 Join Date: Aug 2006	Ticket Response Emails - Including whole coversation thread - 21-08-2006, 08:45 AM I also want this history feature.

littlegrasshoppa Offline New Member Posts: 2 Join Date: May 2007	28-05-2007, 08:20 AM Would anyone be able to tell us how to do this in eSupport version 2.3.5?

craigbrass Offline Senior Member Posts: 5,402 Join Date: Jun 2005 Location: Cumbria, UK	28-05-2007, 09:08 AM I do not think it is possible in V2. You should upgrade to V3 to gain this functionality. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger