Howdy, Stranger!

It looks like you're new here. If you want to get involved, click one of these buttons!

In this Discussion

osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Email Piping & HTML Question

Hello,

First, please be easy on me I am not a programmer and trying to accomplish something with my dev team who are saying that it may not be possible. I have also looked through the forum and couldn't find anything definitive based on what I'm looking to do (in layman's terms). We have been using OSticket for a few years. It's very good and we have highly customized it, however missing a critical component to our operation, HTML email piping.

What I'm looking to accomplish:

-Auto ticket generation upon client emailing our Help Desk. We would then like a confirmation email sent to the client advising them of the ticket number. We have tested this and working in plain text.

-Next, the kicker...We would like HTML support for rich text and images when replying to the client directly from Outlook via Office365, or the OSticket console. For example, we reply to the clients email in Outlook with steps, including images for resolution and OSticket automatically attaches images, rich text, etc. directly to the ticket string without having to use the actual OSticket console.

-Lastly (have not searched this one), is there an Outlook add-on that can be customized to control opening/closing tickets directly in the client email, vs. the OSticket console? This would make things very efficient for us.

If we can get these items to work, I can save a lot of $$ in moving to a paid ticketing solution. We are about to pull the trigger on a paid solution to be able to accomplish the above, otherwise OSticket does everything that we need it to do and more so thought I would submit a quick post here to see if I can find some advice.

Thank you in advance!

Comments


  • -Auto ticket generation
    If you are using O365 for mail you cannot setup email piping. You will have to use POP/IMAP to collect email.

    -Next, the kicker...We would like HTML
    We use exchange and outlook here.  This is already built in.

    -Lastly (have not searched this one), is there an Outlook add-on that can be customized to control opening/closing tickets directly in the client email, vs. the OSticket console?
    This is not a feature in osTicket at this time.
  • Hey there,

    Osticket can be configured to create tickets from new emails and give the customer the id of their ticket when created.

    I believe there was some recent talk about agents being able to respond to tickets using emails, http://osticket.com/forum/discussion/90290/feature-request-agents-can-answer-tickets-by-email#latest

    Don't think there is one now, but shouldn't be to difficult to make :)
  • So, in other words if we reply from Outlolok via Office365 in rich text/HTML, piping cannot update the tickets with rich text/images automatically? This would only be accomplished by IMAP piping/plain text?

    We must have developed an IMAP fetching workaround when we had tested.
Sign In or Register to comment.