Rule for open a ticket from reply to address

[peopleinside_it]

Write your message below:

Hi,
i want make ticket opened from the offline message of my live helper chat.
The offline message are sended via root@localhost address so.. i want ask if i add a rule if sender is root@localhost use reply to address for open a ticket.

Where i can do this and with code? If is possibile.

Thanks.
|Mark!

[Klemen]

You will need to modify the logic inside inc/pipe_functions.inc.php

I'm afraid such changes are out of scope of my support.

[peopleinside_it]

Ok, thank you and sorry for my noise.
I have read you work for Hesk in free time and user support take a lot of energy and time. I can understand if you can't help me for do that.

If anyone in the forum know how to do.. here is the discussion..
I'm opening ticket from POP3 Fetching and the problem is.. for make ticket open correctly also from the offline message of a live support i need to give to Hesk the instruction for use the reply to addres when the sender is root@localhost

Thanks anyways.

[David_]

Hi peopleinside_it (are you italian? )

I don't understand one thing: do you have to open a new ticket when you have a reply to root@localhost or do you have to add to add to an existing one?

I think under line 109 you have all the information that you need (without trackid and attachments). (after this code)

Code: Select all

	if ( hesk_isReturnedEmail($tmpvar) )
	{
		return hesk_cleanExit();
	}

[peopleinside_it]

Hi peopleinside_it (are you italian? )

I don't understand one thing: do you have to open a new ticket when you have a reply to root@localhost or do you have to add to add to an existing one?

I think under line 109 you have all the information that you need (without trackid and attachments). (after this code)

Code: Select all

	if ( hesk_isReturnedEmail($tmpvar) )
	{
		return hesk_cleanExit();
	}

Hi David_ and thanks for your time and attenction to reply to Me.
Yes I'M Italian, sorry if i make many english mistakes.

I want be able to open a webticket from an email who come from offline message of the live helper chat software i use.
When the visitor send an offline message from the live chat a notification e-mail with the visitor message is sended to my address but from address root@localhost so ticket are opened with address root@localhost

I need to set a role that can check if sender is root@localhost the email address with open the ticket is the reply to address.. and i don't know how to do that..

[David_]

people you have a pm

[peopleinside_it]

Thanks, for now not solved yet.