Reply to customer

[timtrott]

Script URL: https://support.cyberchute.com
Version of script: 3.1.2
Hosting company: Cyberchute Hosting
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution: Reply to customer

Write your message below:

Is there a function to only send a NOTICE of response to the customer rather than sending the ticket reply content? Much of the time we try to avoid having sensitive information like passwords and logins sent by email, but the then the ticket does exactly that.

Also, a customer may view the reply in the email but we have no way of knowing because the ticket still says "Customer has not viewed this reply"... so what is the point again????

I would prefer for the customer to be send "a reply has been made to your support ticket" and require them to come back to HESK Help Desk. Maybe a check box to turn off the full text reply?

[Klemen]

What you described as preferred is actually the default Hesk set up - customers just get a link and have to visit the help desk to read the reply.

You have email templates modified to include the message. To remove it, go to Admin panel > Tools > Email templates and edit the "(Customer) New staff reply" message. You will need to remove the %%MESSAGE%% tag from it.

[timtrott]

Actually, there is a check box, I just didn't recognize what it meant. Uncheck, tested, problem solved.

However, when I tried to change the admin password I got this error message:

Changing password for admin -

Error
Can't execute SQL
Please notify webmaster at NoReply@cyberchute.com
Go back

However, everything else appears to be working as it should, including ticket generation and replies.

Did you address the issue with double submissions from slow connections in the revision?

I really like the new features in the updated version 3.2.2!

[Klemen]

Try turning on debug mode (Admin panel > Settings > Help desk > Functions) to see what more deailed SQL error you get.

And yes, see Admin panel > Settings > Help desk > Security > Flood limit

[timtrott]

Error

(DELETED)

MySQL said:
Unknown column 'notify_overdue_my' in 'field list'

WARNING
Debug mode is enabled. Make sure you disable debug mode in settings once HESK is installed and working properly.

[timtrott]

(DELETED)

I can also provide server access if needed.

[timtrott]

I can't attach a screen print but the issue I had was changing the password for a user. Both boxes contain the exact password but the error says they don't match.

Error: Required information missing
The two passwords entered are not the same!

(Except they are. I tried several, including the current password)

[Klemen]

Please do not post any login credentials to a public forum.

It appears that something is wrong with your database structure. If you can give me access to your MySQL database (over EMAIL or PRIVATE MESSAGE, not in a reply here) I will have a look.

[sandipom2004]

We have the same problem. Users cannot change their password.
The admin User is not able to create a new user.

Error (in debug mode): Unknown column 'notify_overdue_my' in 'field list'

what can we do?

[Klemen]

Upgraded from Mods for Hesk in the past, I presume?

Try this:
1. backup existing database
2. run this on your database in phpMyAdmin (your host should have it):

Code: Select all

ALTER TABLE `hesk_users` ADD COLUMN `notify_overdue_my` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1' AFTER `notify_overdue_unassigned`

3. test

[sandipom2004]

that solved the problem - thanks