Differnet Support Emails For Each Category?

[ghooke]

My company develops software products, and at present we have six products.

Rather than have to create separate HESK desks for each product (which would be very difficult to manage, I have only the one ’corporate’ HESK support desk for all my products.

So I then created ‘Categories’ for each of the 6 products

Product1
Product2
Product3
Product4
Product5
Product6

The big problem is that I can only create a single support email address, so when I get email notifications about a product, those emails all get dumped into the one single email address.

This then becomes very cumbersome, and time consuming to manually sort those support emails to find out which product the support ticket relates to, and then to allocate that ticket.

With the new version I HESK, can you offer a way where I can create different ‘support’ email addresses for each separate category (or some other way)

That way when I receive an email I know exactly what product that support ticket is about.

--Glen

[Klemen]

I know what you mean and yes, I will see if I can work something out.

However, it will most likely require usage of a unique POP3 account for each category if you also wish to allow replies to tickets via email.

[ghooke]

Thanks

I would only require customers to response via the support ticket system, and not via email.

When you say.....'separate POP3 email' I have separate email accounts already set up for each product

example:

info@product1sitename.com
info@product2sitename.com
info@product3sitename.com
info@product4sitename.com
etc
etc

Also, I can of course set up 'email rules' in MS Outlook and funnel support request to product specific email folders I set up in Outlook, using a ' Subject Line ' wording as the filter.

Perhaps there is something in that ideas?

I hope you understand what I mean by that

Glen

[Klemen]

In this case you could just filter the "to" address at the time of ticket creation.

For example inside pipe_functions.inc.php change

Code: Select all

$tmpvar['category'] 	= 1;

to something like

Code: Select all

    if ($tmpvar['to_email'] == 'info@product1sitename.com')
    {
		$tmpvar['category'] = 1;
    }
    elseif ($tmpvar['to_email'] == 'info@product2sitename.com')
    {
		$tmpvar['category'] = 2;
    }
    elseif ($tmpvar['to_email'] == 'info@product3sitename.com')
    {
		$tmpvar['category'] = 3;
    }
    /* add more elseif statements as required */
    else
    {
    	// Use default selection
		$tmpvar['category'] = 1;
    }

[ghooke]

Thanks a lot..

I have '4 categories' active at the moment..so is this code setup correct?

*********

if ($tmpvar['to_email'] == 'info@desperatenichedomnator.com')
{
$tmpvar['category'] = 1;
}
elseif ($tmpvar['to_email'] == 'info@moneykeywordfinder.com')
{
$tmpvar['category'] = 2;
}
elseif ($tmpvar['to_email'] == 'info@viralpdfmaster.com')
{
$tmpvar['category'] = 3;
}
elseif ($tmpvar['to_email'] == 'info@trafficdominarorpro.com')
{
$tmpvar['category'] = 4;
}

{

[ghooke]

I have looked in every folder and there no file named: pipe_functions.inc.php ?

[ghooke]

oh...is that ....'pipe_functions.inc.' file only new in the last update of HESK? and not earlier

[Klemen]

Yes, you will need the latest version.

[PeopleInside]

Hi,
i had changed the template for email because some Client dont have access to the internet for see the replyed ticket.

I want set different email for different category and now is not possible with the actirually version.

I have see the script

In this case you could just filter the "to" address at the time of ticket creation.

For example inside pipe_functions.inc.php change

but the problem is:

I have
Category 1 -> category1@domain.com

Category 2 -> category2@domain.com

with your script emails opened in Category 2 send the notification and the reply mails with the mail of category 1 so, if the client reply with the email and not in web.. they don't work.

I think in the future you have to improve this function

[ghooke]

Klemen,

Can you put a detailed answer to this problem in the FAQ section, and demo. some of the possible solutions to this problem.

It seems quite a few of the users has this same issue about being able to set up different email address for each category

Please let us know

[Klemen]

I'm afraid this is *not* officially supported by Hesk yet. It's a work-around but not something I officially support so it will not be included in the FAQ just yet.

Before adding this officially to Hesk also other things need to be considered and taken care of, for example using a different SMTP account to send email from each category (so replies via email go to the correct address).

[ghooke]

If possible then, can you spell out in this post just the clear instructions for the ' workaround' . That would of great help.

At the moment, there are bits and pieces of the answers here, and I don't want to risk screwing anything up, if I go with this workaround.

I'm hoping this will be on top of the list the next HESK update

[Klemen]

All you need is in my second reply to this topic, simply change sample email addresses to the email addresses you use and category ID numbers to your own category ID numbers.

Before making any changes backup existing files so in case anything goes wrong you can simply revert back to original files.

[ghooke]

Ok then, for now I'll follow the process in the second post here

Thanks

Glen

[sp119]

I am using pop3 to access my mail and I was wondering if there is some way to make this work for pop3?

I have one physical account and I have created a second email alias that also goes to this account. When I view the message in my inbox it shows the "to" field as the alias but the message goes into the default category instead of the category I was hoping the alias would direct it to. I have made the changes mentioned below in the pipe_functions.inc.php file but that didn't seem to work.

I'm using version 2.4.2

Any suggestions would be greatly appreciated.

In this case you could just filter the "to" address at the time of ticket creation.

For example inside pipe_functions.inc.php change

Code: Select all

$tmpvar['category'] 	= 1;

to something like

Code: Select all

    if ($tmpvar['to_email'] == 'info@product1sitename.com')
    {
		$tmpvar['category'] = 1;
    }
    elseif ($tmpvar['to_email'] == 'info@product2sitename.com')
    {
		$tmpvar['category'] = 2;
    }
    elseif ($tmpvar['to_email'] == 'info@product3sitename.com')
    {
		$tmpvar['category'] = 3;
    }
    /* add more elseif statements as required */
    else
    {
    	// Use default selection
		$tmpvar['category'] = 1;
    }