Akeeba Ticket System

Tuesday, 17 March 2015 16:43 CDT

x2tech

I am setting up the system to use Reply and create by email. I have it configured so it grabs the emails from my support queue. I have individual email aliases for each category with the default email being the default "general" category.

My question is related to public versus private tickets. When I sent emails from a user, the create by email added new tickets as "private" tickets and not public tickets. I have only 1 category setup to create tickets as private and only allow private tickets. The rest are setup to do public tickets.

Am I missing a setting? Does this functionality always create private tickets regardless of the settings on the category?

I'm just not sure if I am doing something wrong or if I have something configured wrong.

Thanks!

Wednesday, 18 March 2015 03:16 CDT

tampe125

Hello Kendall,

tickets created by email are always private. That's because the user is expecting to have a private conversation with the support staff, so most likely he's going to include sensitive data.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Wednesday, 18 March 2015 14:02 CDT

x2tech

Thanks!

As a follow-up, when an attachment is sent via email, does it get included in the private ticket? I had one today and cannont find where the attachment was added to the ticket. It was of the appropriate type (.doc).

If it is not done on a private ticket, is it possible to add it after the fact, i.e. add it to the ticket by editing it or something like that.

Thursday, 19 March 2015 09:03 CDT

nicholas

Yes, attachments are supposed to be added to the ticket. However, there's a big asterisk as far as this feature is concerned. The attachment has to be recognised by ATS to get added. Different mail clients use completely different ways to attach a file in the MIME hierarchy of the message source. We try really, REALLY hard to detect all attachments but this is not always possible. The worst offender seems to be Outlook which apparently follows its own "standard". So, basically, attachments sent via email may or may not be added depending on how bad is the mail client that was used to sent the email.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Tuesday, 24 March 2015 12:45 CDT

x2tech

Thanks, Nicholas! I believe my client that sent the attachment uses Outlook. I keep the emails in the support queue until I can process any attachments, so I have a workaround to reply to the ticket and add the attachment.

Thanks!

Closing this ticket.

Support