actual message not included in the emails?

[antifreeze]

Before I even download this script, I'd like to ask a question.

When I tried the demo, the emails I received only contained a message saying a new reply was waiting for me, and a link to the web interface. Everything seemed to revolve around both the admin and the customer going to the web interface to input replies, rather than use their email clients.

Can this script be configured so that the email subject is appended with the ticket number, and that the emails contain the actual replies? This way a user could choose to continue to use the web interface, or just choose to correspond using their email client.

Thanks.

[Klemen]

Nope, e-mail correspondence is not supported at this time.

[antifreeze]

After some more reading, it's called 'email piping', right?
I read that you're considering it for the future; any idea how far?

OK, so if you can indulge me, I've got more questions more generic in nature, about the suitablility of a ticket software for a certain situation. I'm asking here because I'm sure you guys are experts.

I'm in a school with three secretaries sharing and moving between two un-networked computers. At the moment they just use the phone to deal with parents and organisational stuff. The boss would like them to have email to 'strengthen' the ways in which they can communicate, but I reckon they should just carry on using the phone. With a phone conversation both parties know what is going on at the end of it, whereas email can be left unresolved; one party not knowing if the other has received or read their reply.

Imagine a sudden change in travel arrangements for a small child, for instance. An unresolved email could leave a child stranded at school, or worse, sent home on a bus with no-one to meet them at the bus-stop. Would you agree that these types of arrangements should be conducted on the phone? Or do you think a ticket system could handle it?

And what about trying to do away with a ticket system entirely: what about three secretaries sharing one imap account? Do you think that could work? If they selected and moved incoming emails from shared imap folders to their own pop3 folders? That's kind of a basic ticket system, right? Anyone tried that before?

Thanks for any ideas / input.

By the way, from the twenty ticket systems I've tried today Hesk is by far the best with regard to concept, design, functionality, simplicity, style and price! And actually, not supporting email piping could be seen as an advantage in some respects!

Cheers.

[Klemen]

Yes, it's called e-mail piping. I do plan to add it to Hesk (I did some testing already) but can't really say when.

As for your specific requirements that's something you will have to figure out yourself, maybe test the ideas and see what works best for you. But for urgent messages phone might still be more appropriate then a ticket system.