Hesk as contact form replacement for 2 companies

[SS1133]

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Hello,

The company I work for uses email as their main point of contact from all of our websites. I'm looking for a better solution than email to be able to gather and manage customer requests. I'm looking to see if Hesk can be such a replacement but I'm not sure if it can do the following:

We have about 70 websites (micro niche ) sites that are split between 2 companies (one owner). Lets call them Company A and Company B. Each one has a PHP contact form that I recently upgraded that will email specific people within the designated company depending what the site is. I'm trying to use iframe to embed the new ticket page of hesk ( .../index.php?a=add) and replace the current PHP form. My problem is how will I know where the newly created ticket is coming from? I'd like specific users in Hesk to be notified of company specific tickets. For example customer opens a ticket on Company A, then only the staff working for Company A gets a notification to address it. Same thing for Company B. On top of that, I'd like to send a customized email to the customer that tells them something like "Hello and thank you for contacting Company A(or B)...." depending on the site they used to open the new ticket. Then on the Admin side I'd like to have a way to differentiate Company A from Company B tickets. I've used Hesk since version 1.x for other projects and I don't think it's setup to do this out of the box so I'm sure some customization is required but I don't know to what extent. I'm nowhere near a pro at PHP since it's not my development language I use at work but I manage my way around it. I'm trying to stay away from 2 different installations of Hesk for each company if possible.

Thank you for any help!

[Klemen]

Hesk wasn't designed to be used like this.

I presume you could use categories and custom fields to gather information where the user is from and to assign tickets to the correct staff (only staff with access to a category).

You could pre-populate ticket fields with the correct category/custom field (to track where the user is from for example) like this:
https://www.hesk.com/knowledgebase/?article=83

And you can customize Hesk emails in Admin panel > Tools > Email templates

Not sure how manageable/confusing the setup would become with dozens of websites though.

[SS1133]

Thank you for the reply Klemen, I fully understand it wasn't meant for what I'm trying to do so I've taken that up as a challenge and see if I can get it done. So far it's looking promising. Thanks to your suggestion to pre-populate some custom fields I can easily get the origin of the ticket. Then based on some of those I can put in some logic to be split between the two companies when viewing tickets in the admin queue and then later I'll see how to separate the staff around those tickets.