Notify other Admins/Operators of a ticket reply

[taylorn]

I would like to know if this can be done. I have looked around the forums, and this is all I could find, and it was never resolved.

 

Basically, this is what I would like. When an Admin or Support/Sales operator replies to a client's ticket, I would like all the other Admins & Support/Sales operators to know about this.

 

This way, there is less of a chance, that the customer will receive 2 simultaneous replies, from 2 different people.

 

WHMCS Support recommended that I use a hook, but I am not sure what to put in this hook. Basically, I would like it to look like the template that the client receives, but directed at the Admin /Support member.

 

 

Example:

 

There has been a reply made by xxxx (Operator) on Ticket ID xxx-xxx. See below for details

 

CONTENT OF TICKET

 

 

 

This is where I have started...

 

function notify_on_reply($vars) {

(I am assuming some sort of PHP Mail() Would go here, but not sure what to put)

}

add_hook("TicketAdminReply",1,"notify_on_reply");

Edited May 10, 2011 by taylorn

[ckh]

Setup->Admins

 

click on an admin, scroll down to the bottom, check the box to receive email notifications when new tickets are opened or responded to

[taylorn]

Setup->Admins

 

click on an admin, scroll down to the bottom, check the box to receive email notifications when new tickets are opened or responded to

 

This is not what I asked. I want to be notified when another admin/operator makes a reply. Right now, the only notification that other staff get is when the client replies to the ticket.

[ckh]

If that isn't the one, then go to the appropriate Admin Role and at the bottom check Support Emails (eg. New Ticket & Ticket Reply Notifications)

 

I receive notifications when another admin replies to a ticket and I didn't fiddle with any of the templates or the script.

[taylorn]

Well, I don't know why.

 

Here is a screenshot of what WHMCS Support said:

 

[ckh]

Well, give it a try, if it works great, if not, use the hook.

[taylorn]

I tried unpicking & re-ticking the box to see if that mattered, but it hasn't changed.

 

And my problem is (the reason i started this thread) is I don't know what I need to put in this hook, to achieve this.

 

Thanks for your help

[HogWildMark]

I agree it would be nice to be notified if and when our admins and staff replies to a ticket so that we all do not reply at the same time.

[WHMCS John]

Or you could add your admins to the "Copy To" field of the Support Ticket Reply email template.

[taylorn]

Or you could add your admins to the "Copy To" field of the Support Ticket Reply email template.

 

I was thinking about doing this, but I have 2 different teams (one for US & one for Australian services) so they would all get copies of tickets that have nothing to do with them...

[kimhoo]

Hi guys,

 

I'm very confused now. Was this TicketAdminReply hook already in v4.5.2? I doubted that, since I can't get my hook to work, but this thread seems to be pre-v5.

 

Any ideas?