Send New Auto Responder When Support Department Changes

[sol2010]

How can I achieve this:

Client opens ticket in department e.g. support - and the system sends them the support email.

Admin changes the support department to e.g. billing - that triggers the sending of the billing automated reply instead....

 

 

[pRieStaKos]

Use TicketDepartmentChange hook to check what you want and trigger SendEmail API function to send the email you want.

[leemahoney3]

Just to add to the above, something like the code below would work. You'd need to set up a custom email template first and then update the variables below in the code. (The department variable is the name of the new department that the ticket has changed to).

$department 	= ''; (e.g. 'Billing')
$emailTemplate 	= ''; (e.g. 'Custom Billing Email')

You can improve on the code below, its just a starting point.

<?php

use WHMCS\Database\Capsule;

function change_ticket_department($vars) {

    # Specify the name of the department (the one you want the custom email to send on when changed to) as well as the name of the email template you want to send
    $department     = 'Billing';
    $emailTemplate  = 'Billing Automated Reply';

    # Define some variables
    $ticketid   = $vars['ticketid'];
    $deptname   = $vars['deptname'];

    # Get the clients Id
    $clientId = Capsule::table('tbltickets')->where('id', $ticketid)->first()->userid;

    # Only send if the new department matches
    if($deptname == $department) {

        # Use the local API to send the email
        $command = 'SendEmail';
        $postData = [
            'messagename' => $emailTemplate,
            'id' => $clientId
        ];

        $result = localAPI($command, $postData);

    }

}

# Run the hook
add_hook('TicketDepartmentChange', 1, 'change_ticket_department');

?>