Submit tickets via email?

Is there an option to allow customers to send a ticket bij email?

If not, is it on the roadmap?

Hi

Infact, we were working on it. Submit tickets via email is simple, however, reply a support ticket via email will causes some trouble because it is not possible to detect the actual response message when you reply a support ticket via email.

It seems it is also slow to parse an email message and create ticket.

So :

1. This is a planned feature and we worked on it already.

2. There are still some improvements need to be made before making the plugin available in the extension. We hope to have it released within one month from now.

Tuan

I definitely agree that the option to reply to a ticket (and thus update the comments/status) would be exceptionally beneficial. We have already had individuals who submitted tickets try to respond back to the email as opposed to using the ticket system as we would like them too.

I applaud you all for looking to add this as a feature soon.

Hi Ben

Creating a support ticket from email is not difficult and infact, we had successfully implemented it. However, reply a support ticket via email is quite difficult.

The reason is because when you use an email client to reply the email, the actual text which the system can detect from that email contains both the text you replied and the text before. There is no official way to detect the only the "actual text" which you entered (you just want to add the text you just entered into the ticket, correct).

So this is a limitation and we have no way to solve it. That prevents us from publishing the plugin .

Tuan

Tuan,
I definitely understand the difficulty. I realize that creating a ticket would be much simpler, but replying is much more valuable. I see how that is very difficult, and I don't have any recomendations with regards on a workaround.

However, you might look into Asana - it's a task management system created by one of the co-founders of Facebook. You can register for a free account to try it out. The reason I bring them up is because they have successfully made their commenting feature on particular tasks (similar to a ticket) allow you to comment via the online system, or via a reply to the notification email. I'm not sure it would be much help, but it might be worth checking out.

Just to get started perhaps you can implement it differently. Instead of adding the information from the email to the log, you can have an e-mail tab and store e-mails there.

In the email tab you simply log all messages sent and revieved (preferely with a new message/unread indicator). This way you don't have to try to detect whats new in a message. The down side is that information is stored both in the ticket log and in an e-mail tab.

Don't know what you guys think?

Hi Martin

I have different idea about this feature. Working on it now and will show it to you when it is done !

Tuan

Hi again,

Now it's almost been 3 months since your last respons. What's the status of this feature??

Regards

Martin

Is development of Helpdesk Pro still active?

Yes ! We are developing it and will be using it on our new website which we are building. You can expect this feature to be available in the extension in less than 3 weeks for sure (I believe it will be ready in about 2 weeks).

Tuan