Only Email Flagged User

[jrossini]

I have a support ticket, and it's department is set to the Technology Department, and it is flagged to 1 member of the department. When the member of the department Adds a Reply, and email is sent to the end user (All good so far). The problem is that the from address is the department's address. So when the end user replies to the email, the email is sent to everyone in the department. This causes all of my team members to look into the problem because they received an email from an end user.

Is there any way to change the from address of the email that is sent to the end user to the 1 team member that is flagged to the ticket?

thanks,

John.

[WHMCS JamesX]

You may not want to do that as any replies would then be direct to your admin's e-mail, bypassing your ticketing system altogether.

 

However, you could create an action hook at the "TicketAdminReply" hook point and have it flag a ticket to a specific admin; namely, whichever one happened to reply to it first. You could use the internal API (updateticket) within your action hook to do this. In addition, you could create an action hook at the "EmailPreSend" hook point to ensure that the admin notifications for ticket replies (Support Ticket Response) are sent only to the admin(s) which you want to receive them.

 

Using a combination of one or both of the above, you should be able to achieve what it is that you seem to actually be wanting.

Edited January 29, 2013 by WHMCS JamesX