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Pre-sales

#39865 using Google Group email with ATS

Posted in ‘Pre-sales and Account Questions’
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Latest post by Malkio on Thursday, 07 December 2023 11:56 CST

Malkio

I want to explore using the Google Groups Forum/emailing system as an alternative to the existing Gmail integration with Akeeba Ticket System. While it's understood that Gmail integration is available, we are specifically interested in integrating with the Google Groups Forum/emailing system as an alternative. Is this something that you can see yourself supporting?

nicholas
Akeeba Staff
Manager

The email address(es) you get for Google Groups is for posting to Google Groups using a mail client instead of the web interface. Google Groups is essentially a hosted forum system. The emails you send to these addresses are not delivered in a mailbox anyone other than Google Groups itself can read. So, on that count, it's technically impossible to do what you say you want to do.

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!

nicholas
Akeeba Staff
Manager

Reading your other tickets, you are trying to create a unified ticket system which collects tickets from several other sites, without creating a single helpdesk, and without creating a Single Sign-On. I will have to regrettably inform you that your use case is not something we consider feasible, let alone something we are interested in working on.

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!

Malkio

This flow is not for a unified system that's a different path that I've already chosen to forgo, based on your input, and instead will have all users log into a single site to post their tickets. This request is not related to that  endeavor

This request is to leverage the Google Groups system as I have for years for routing emails instead of depending on the single mailbox. The emails that are received to a Google group can be received by multiple email boxes and responded to as well in the group member mailboxes, and when doing so posts to the group as the group (if that setting is activated) also this is all specific to the paid google workspace version of Google groups, the free version is just a forum. 

Ideally, right now I'd at least like to receive an initial ticket from ATS via email and be able to treat that as the notification in Slack that also receives a copy of it, we still have to log into ATS to manage the ticket which is fine.

Ultimately would like simple email notification when there is a new ticket. 

 

nicholas
Akeeba Staff
Manager

This sounds like a Rube Goldberg machine. You can achieve what you described here more easily:

Ideally, right now I'd at least like to receive an initial ticket from ATS via email and be able to treat that as the notification in Slack that also receives a copy of it, we still have to log into ATS to manage the ticket which is fine.

Set up ATS and the email fetch plugin as per the documentation. You can have a single mailbox in Google Suite which can receive email in several addresses (using a forwarder, or email account aliases). When ATS receives an email, it creates a ticket. When a ticket is created, all accounts with Support Staff privileges on the category get an email, as long as their Receive System Email option is set to Yes.

You can of course have a user account which belongs to a Joomla User Group that gives it the Support Staff privilege globally, AND a Joomla User Group which denies it the Frontend Login and Backend Login privileges. Effectively, you have an account which cannot be logged in with, but since it appears to be an active support admin gets emails for all tickets. Set that user's email address to an email forwarder you create in Google Suite. You can then add emails in the forwarded for everything that needs to be notified about tickets and ticket replies e.g. Slack. Therefore, you have a magic user which can be used for automating notifications. Isn't that what you actually want?

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!

Malkio

I like this idea, thank you.

 

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