Good morning,
first of all I am very satisfied with your software.
Unfortunately, there is one big problem that is blocking the entire project for the client.
The problem is some companies have more then one employee to create tickets. I know i can create many accounts but this is not what my client want.
My client sold licences for softwere maintenance using licence special key. They use special key as a username in ATS component.
So there is only one account for each company. But the company can have multiple user using the same licence code.
I tryed to solve that using custom field in create ticket "employee email" by user to let the staff know which company employee are creating ticket.
The problem is the ATS are sending emails only to Joomla user account which is mail company email adress. I want to send replays by ATS using "email custom field" from ticket.
Here is a example how it works now:
Company have user account in Joomla with email: [email protected]
Company have unique license key 123456 which is thier name to log in for all employee. So all employee using the same license for asking questions.
Employee 1 create ticket with problem filling the "custom field - emplyee email" [email protected]
Employee 2 create ticket with problem filling the "custom field - emplyee email" [email protected]
Employee 3 create ticket with problem filling the "custom field - emplyee email" [email protected] / to this step everythnik is fine
Now the probem is after staff reply:
staff reply to ticket from Employee 1 and the reply email are send to "Company Joomla user account email" instead to "custom field email" from ticket.
staff reply to ticket from Employee 2 and the reply email are send to "Company Joomla user account email" instead to "custom field email" from ticket.
staff reply to ticket from Employee 3 and the reply email are send to "Company Joomla user account email" instead to "custom field email" from ticket.
Now the company email account have 3 emails from site staff but none of company employee are recive notyfication on email because ATS dont have a option to send reply to different people.
Is there any chance to use the "custom employye email field" from ticket to be a reply email to send via ATS? How to make the custom field to be used to reply instead of joomla user email account.
or mayby it require hard coding in files using the database fields. I will use any option now my work is on the edge now ...
Regards
Patrycjusz
