Email trail in Ticket

[theru]

Good Afternoon!

I hope someone can help me, is it possible that when support responds to a customer's ticket that the entire ticket history can be displayed in the email that the customer received?

Currently they can only see the message from support, but they cannot see their own email as it is not displaying the thread.

for exampl, Customer emails support@domain.com > Ticket gets created. support replies to ticket> customer received email with supports response, but the custom cannot see what he/she asked in the email they received?

Sorry if this is confusing

Thank you in advance.
Ru

[Klemen]

Unfortunately, that's not something Hesk supports out-of-the-box.

What you'd have to do is have someone edit the code for you to retrieve the entire message history (ticket message and all replies messages) from the database.

[theru]

Thank you for the reply.

Ill try and figure it out, do you mind poi ting me in the right direction to which file needs to be modified in order to pull this information from the database?

Again, thank you for the reply!

Cheers
Ru

[Klemen]

admin/admin_reply_ticket.php is the one called when staff responds to a ticket.

Not sure where else you would need it, but try looking at the URLs called when performing an action.

The emails then get handled by functions inside inc/email_functions.inc.php

[theru]

Thank you!

I will try to sort this out.

have a nice day
Ru

[dashi]

it seems the latest version's template is a link only with no staff reply. anyone know how to add the current staff reply details to the email sent to customer?

[Klemen]

viewtopic.php?f=13&t=7177&p=29807#p29807