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2.4.1 adding email to user when closing ticket (Solved)
Posted: Fri Dec 07, 2012 10:56 pm
by djm79
I'm testing out Hesk for a replacement for a aging Track-It system we have, the only big snag I have with it is I want to use a separate email template for when our help desk closes the ticket that will contain a link to our survey server (boss wants to track user satisfaction). Right now its using the new_reply_by_staff. Could someone walk me through the changes that would need to be made to add another email template?
This software looks great thanks for all your effort.
Re: 2.4.1 adding email to user when closing ticket
Posted: Mon Dec 10, 2012 5:27 pm
by djm79
After some digging I found some other posts that I used their code and my own reply.txt files to have Hesk now send different replies when staff respond to an email and when they close a ticket.
Re: 2.4.1 adding email to user when closing ticket (Solved)
Posted: Fri Dec 21, 2012 8:15 pm
by arbolpalmerita
3 steps
1.- create admin_reply_close_ticket.txt (language\xx\email)
2.- modify admin_reply_ticket.php (\admin\)
FIND the line
Code: Select all
/* --> Prepare reply message */
$ticket['subject'] = hesk_msgToPlain($ticket['subject'], 1, 0);
$ticket['message'] = hesk_msgToPlain($message, 1);
INSERT after the up line
Code: Select all
/* Format e-mail message */
if ($new_status == 3)
{
close_ticket('admin_reply_close_ticket');
}
/* Notify the customer */
else
{
hesk_notifyCustomer('new_reply_by_staff');
}
3.- modify email_funtions.inc.php (inc\)
INSERT
Code: Select all
function close_ticket($email_template = 'admin_reply_close_ticket')
{
global $hesk_settings, $hesklang, $ticket;
// Demo mode
if ( defined('HESK_DEMO') )
{
return true;
}
// Format email subject and message
$subject = hesk_getEmailSubject($email_template,$ticket);
$message = hesk_getEmailMessage($email_template,$ticket);
// If we allow email piping/pop 3 fetching and stripping quoted replies add an "reply above this line" tag
if ( ($hesk_settings['email_piping'] || $hesk_settings['pop3']) && $hesk_settings['strip_quoted'])
{
$message = $hesklang['EMAIL_HR'] . "\n\n" . $message;
}
// Send e-mail
hesk_mail($ticket['email'], $subject, $message);
return true;
}
after of // END hesk_notifyCustomer()
FIND function hesk_validEmails()
INSERT
Code: Select all
'admin_reply_close_ticket' => $hesklang['admin_reply_close_ticket'],
Work!!!
true history.
Re: 2.4.1 adding email to user when closing ticket (Solved)
Posted: Mon Jul 29, 2013 6:25 pm
by donfrankrice
I am trying to follow your instructions and when I close a ticket and click on "Save", I get "invalid email file". I am new to HESK, so I am wondering if perhaps there are changes between 2.4.1 and 2.5.0 that might contribute to this problem?