In progress
Hi All,
I am in the process of writing a mod for this and tying in with my "Staff Reply" mod, and have been flow-charting how I see this working to make sure it operates as well as possible. I will detail my vision on this below and would love to hear some feedback on refining this before I get too deep in writing this.
The way I see it operating;
- UserA sends a support request in via email and CCs UserB and UserC.
- The system picks up the email, creates the ticket and sends a response to UserA as well as CC'ing UserB and UserC instructing them to direct any responses to the response email (rather than replying all to UserA's original email and generating another ticket).
- A support staff member updates the ticket and all three Users get a system response.
- UserB responds to the response email, and CC's UserA and UserD; The system sees UserA is in it's CC list, but as that user was included on UserB's original, opt's not to send them a reply. As UserC was not CC'ed on the email the system sends them an automated response. The system sees UserD is CC'ed on the email but not in the CC list and automatically adds them to the CC list for further responses.
- UserC has been receiving updates but does not believe he needs to be included on the ticket so responds with #unsubscribe in the email body which the system picks up on and removes him from the system CC field.
- Support staff members will have the ability to manually add/remove CC'ed users from the web portal, or email in #actions to add/remove CC'ed users.
One thing that I do foresee as a small privacy issue is that any CC'ed user will be able to click the system generated URL in the ticket to view the ticket online and therefore will be able to see all of the requester's other tickets.
Very interested to hear anyone's thoughts the above or any refinements that could be suggested.