Email / Ticket Subject Field

[Klemen]

Don't fix if it ain't broke

[southernmoney]

Hi Klemen,

I would like to insert the client name again in the ticketing emails subject field. Please assist again as I have installed the latest version.

Regards.

[Klemen]

Have you tried using $tmpvar['name'] instead of $name?

[southernmoney]

Hi Klemen,

No! I do nothing without you approving. I know to little and trust none but you. Smile...

Please indicate what I should change to what and in which file [for staff and client all emails]

Appreciated.

[Klemen]

Since you are such a supporter of Hesk development, let it be

--> STAFF NOTIFICATION OF NEW TICKET

In the submit_ticket.php and in admin/admin_submit_ticket.php change:

Code: Select all

$hesklang['new_ticket_submitted']

to:

Code: Select all

$hesklang['new_ticket_submitted'].' by '.$ticket['name']

--> CUSTOMER NOTIFICATION OF NEW TICKET

In the submit_ticket.php and in admin/admin_submit_ticket.php change:

Code: Select all

$hesklang['ticket_received']

to:

Code: Select all

$hesklang['ticket_received'].' by '.$ticket['name']

--> STAFF NOTIFICATION OF NEW CUSTOMER REPLY

In the reply_ticket.php change:

Code: Select all

$hesklang['new_reply_ticket']

to:

Code: Select all

$hesklang['new_reply_ticket'].' by '.$ticket['name']

[hollandsedrop]

Hi Klemen,

this not work v2.2

help please?

[Klemen]

Just tested it and works for me in v2.2

[aknight]

I am looking to add the ticket number to the subject line,

I replaced

Code: Select all

$hesklang['ticket_received']

with

Code: Select all

$hesklang['ticket_received'].' - '.$ticket['trackid']

but it did not work, what am I doing wrong?

[Klemen]

You didn't mention which file you're editing, but you might want to see if using $trackingID helps.

[Lisaweb]

Tried this in Version 2.3 and it didn't work. Oddly, it didn't seem to break it either. Just no change. So I'm going to try the other hack found here.

If this needs to be tweaked to work in 2.3, any suggestions would be appreciated. Thanks!

Since you are such a supporter of Hesk development, let it be

--> STAFF NOTIFICATION OF NEW TICKET

In the submit_ticket.php and in admin/admin_submit_ticket.php change:

Code: Select all

$hesklang['new_ticket_submitted']

to:

Code: Select all

$hesklang['new_ticket_submitted'].' by '.$ticket['name']

--> CUSTOMER NOTIFICATION OF NEW TICKET

In the submit_ticket.php and in admin/admin_submit_ticket.php change:

Code: Select all

$hesklang['ticket_received']

to:

Code: Select all

$hesklang['ticket_received'].' by '.$ticket['name']

--> STAFF NOTIFICATION OF NEW CUSTOMER REPLY

In the reply_ticket.php change:

Code: Select all

$hesklang['new_reply_ticket']

to:

Code: Select all

$hesklang['new_reply_ticket'].' by '.$ticket['name']

[Lisaweb]

Ahah! I started thinking about it, and realized that I use the email piping feature in 2.3, so I need to make these changes in the /inc/mail/hesk_pipe.php file instead. Changed the following and it's working great:

Changed:

Code: Select all

/* Send e-mail */
hesk_mail($tmpvar['email'],$hesklang['ticket_received'],$msg);

to

Code: Select all

/* Send e-mail */
hesk_mail($tmpvar['email'],$hesklang['ticket_received'].' by '.$ticket['name'].' : '.$ticket['subject'],$msg);

Changed:

Code: Select all

/* Send e-mail to staff */
hesk_mail($autoassign_owner['email'],$hesklang['ticket_assigned_to_you'],$msg);

to:

Code: Select all

/* Send e-mail to staff */
hesk_mail($autoassign_owner['email'],$hesklang['ticket_assigned_to_you'].' by '.$ticket['name'].' : '.$ticket['subject'],$msg);

Changed:

Code: Select all

/* Send e-mail to staff */
$email=implode(',',$admins);
hesk_mail($email,$hesklang['new_ticket_submitted'],$msg);

to:

Code: Select all

/* Send e-mail to staff */
$email=implode(',',$admins);
hesk_mail($email,$hesklang['new_ticket_submitted'].' by '.$ticket['name'].' : '.$ticket['subject'],$msg);

[Lisaweb]

For better formatting, and to also add the ticket number, I changed all the email coding to the following. Worked great.

Code: Select all

hesk_mail($tmpvar['email'],$hesklang['ticket_received'].' ['.$ticket['trackid'].'] '.$ticket['name'].' ['.$ticket['subject'].']',$msg);

hesk_mail($autoassign_owner['email'],$hesklang['ticket_assigned_to_you'].' ['.$ticket['trackid'].'] '.$ticket['name'].' ['.$ticket['subject'].']',$msg);

hesk_mail($email,$hesklang['new_ticket_submitted'].' ['.$ticket['trackid'].'] '.$ticket['name'].' ['.$ticket['subject'].']',$msg);

Enjoy!

[hollandsedrop]

Perfect!

[Lisaweb]

Thanks!

This is kinda fun. After tweaking, used another format that I like even better:

Code: Select all

hesk_mail($tmpvar['email'],$hesklang['ticket_received'].' [#'.$ticket['trackid'].'] '.$ticket['subject'].' ['.$ticket['name'].']',$msg);

Looks like:
Ticket received [#12A-PHA-U179] Ticket Subject [Submitter Name]

This format seemed the most easy to read in my email client. But this code is very easy to tweak into any number of combinations, to whatever one prefers.

Perfect!

[promptcs]

this is really helpful but I would also like to edit the e-mail message. I would like to figure out how to make the email come in like this...

The metadata
from: <user submitted e-mail>
To: <the correct help desk staff
Subject <name> has submitted <ticketid> <subject>

The message
A new Ticket has been submitted by <name><e-mail address>

Ticket Number:<ticket number>
Ticket Subject:<subject>
Yours Issue:
<message>

Manage this ticket
<url of ticket>


*DO NOT REPLY TO THIS E-MAIL*
This is an automated e-mail message sent from our support system. Do not reply to this e-mail as we won't receive your reply, use the link above for proper communication!

Yours sincerely,