Email to staff from Admin Reply Ticket

[mikecloudsdale]

Hi we've been using HESK for a while now and it has been a great help in our workplace.

One thing we would like to do is to get replies posted by staff to be sent to staff as well as the customer, so each member of staff knows when a reply has been posted by another member of staff.

We would be happy to use the administrators email address for this if that would make it easier to acheive this.

I would be grateful if anyone can tell me how to do this.

Thanks very much.

[DC]

Wouldn't that get a tad confusing email wise?

Are you aware you can set the staff users as admin access or check off what cats you want them to be allowed to see on the main screen by clicking mange users edit, doing so would allow each to see eachothers posts if you want them to seems like a better idea and no mod is needed to do so.

Just thoght i would pitch my 2 cents on that ...

DC

[mikecloudsdale]

Thanks DC,

We have tried setting categories etc. but in our experience, you don't get an email notification that another member of staff has posted a reply, hence the thought of adding the staff or administrator's email address to the reply script if that were possible.

[Klemen]

Hi,

Hesk needs a way to mark tickets "assigned" so two or more staff doesn't work on the same ticket. Will see if I can solve this in the next version. If I understood correctly this is what you are trying to accomplish?


I am not sure your way (sending e-mails to staff) is the way to go, but in case someone else wants this as a temporary solution you can edit file "admin_reply_ticket.php" and ABOVE

Code: Select all

@mail($orig_email,$hesklang['new_reply_staff'],$message,$headers);

paste some code like this:

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$headers.="Bcc: admin@email.com\n";

This should send a copy of the "Reply to your ticket" e-mail to "admin@email.com" (change it to whatever you want).


Like said, a proper way of doing so will be added in the next release, but feel free to try this if you think it is a good temporary solution.

[mikecloudsdale]

Thanks very much the bcc script works a treat.