email notify when staff answer

[lopcan]

Version of script: 2.3

What terms did you try when SEARCHING for a solution: email notify

Write your message below:
Hi, I want to notify all staff when a staff reply ticket. for more infomative.
Thanks.

[steve]

I also wanted the functionality you are describing.

Here is now I did it.

First you need to create an email message to send to your staff. Create the email body you want to send to your staff. I used this:

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One of our staff has replied to ticket number: %%TRACK_ID%%

Reply: 

	%%MESSAGE%%

	You can manage this ticket here:

%%TRACK_URL%%

Save this as new_reply_by_staff_notify.txt in /admin/language/en/emails

Then open admin/admin_reply_ticket.php

Find

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$msg = hesk_getEmailMessage('new_reply_by_staff',$ticket);

Just below that paste this

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$msg1 = hesk_getEmailMessage('new_reply_by_staff_notify',$ticket);

Also find

Code: Select all

hesk_mail($ticket['email'],$hesklang['new_reply_staff_notify'],$msg);

Just below that paste this

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hesk_mail('forwardingemail@domain.com',$hesklang['new_reply_staff_notify'],$msg1);

Open /inc/email_functions.inc.php

Find

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$valid_emails = array('category_moved','forgot_ticket_id','new_reply_by_customer','new_reply_by_staff','new_ticket','new_ticket_staff','ticket_assigned_to_you','new_pm');

And change to

Code: Select all

   $valid_emails = array('category_moved','forgot_ticket_id','new_reply_by_customer','new_reply_by_staff','new_ticket','new_ticket_staff','new_reply_by_staff_notify','ticket_assigned_to_you','new_pm');

Open /admin/language/en/text.php and add (This is what will appear in the email subject line.)

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$hesklang['new_reply_staff_notify']='One of our staff has replied to a ticket';

Then you need to create a forwarding email that will send this email to all your staff, in the above code set "forwardingemail@domain.com to whatever forwarding email you create.

Hope this helps