Mail piping for staff answer tickets

[paolo.poletti]

Hi, i'm trying hesk and is a very good piece of software !

I've activated the pop3 fetching and is working but i've seen that only who has open the ticket by email (eg. user@acme.com -> support@it.com) can answer to the email from Hesk and the mail will be included in the ticket.

I would like that also the answer by the IT staff (tech@it.com -> support@it.com) with the same ticked ID will be included in the ticket.

Am i missing something ? Or should i request this for the future versions ?

Thanks !

[Josh]

This works with piping, I assume it also works with POP3.

If the staff member has following checked in their profile - "Client responds to a ticket with owner: Assigned to me" they should get an email when a customer replies. Staff responds to the email and the response is added to the ticket.

Hesk is the best.

Josh

[Klemen]

Actually, HESK doesn't allow staff replies over email. Staff can only reply using the web interface.

The reason is security, because it's very easy to spoof email address headers and anyone who knows a ticket ID could then add a reply that would appear to have come from staff.

[Josh]

You are correct Klemen. My test was invalid as I was using the same email address for staff and the customer.

Oops. Thanks for the clarification.

[paolo.poletti]

Ok this is a very good reason.

Maybe could it be an option activated only on request with the security warning in evidence ?

Actually we're using OTRS (open source version) for servicing our customer and my staff first request is to answer by email...

[takabanana]

Ok this is a very good reason.

Maybe could it be an option activated only on request with the security warning in evidence ?

Actually we're using OTRS (open source version) for servicing our customer and my staff first request is to answer by email...

100% agree that this can/should (or at least I'd think) be at least an option. Activated with an option with Security Warning.

At least it has some (not none) requirement to spoof: Knowledge of a Ticket ID.

I've deployed Hesk in 2 environments, and believe it or not, this "reply to tickets by email" has been the biggest and most common request from both deployments.

-Taka

[Klemen]

No promises, but I will look into it and see if I can come with a working (yet still secure) solution.

It's not something that will be included in 2.6.3 yet, but perhaps in one of the future releases.

[paolo.poletti]

Could i help Klemen ?