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ViArt User's Guide (Version 4,5)
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9.5. Helpdesk Replies on the fly
9.5. Helpdesk Replies on the fly
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For those who don't have a possibility to reply on Helpdesk tickets in admin panel, for example when travelling, there is a new functionality that allows to reply directly from email client and still track replies history in Helpdesk.

Note: A pre-requisite for this functionality is setup piping on the hosting. See more info at piping preface manual.

Settings

  • Activate Send Notification to Administrator in Settings > Helpdesk > HelpDesk Settings > "Notification Email" tab.
  • Keep default text in the message box and click 'Save'

HelpDesk Replies

How it works

In every notification message to admiistrator there is added a special text in the footer:


-----------------------------Ticket-Body-End---------------------------------------
{site_url}admin/admin_support_reply.php?support_id={support_id}
Ticket ID is {support_id}
VC: {vc}

With its help whenever you receive administrator notification and hit 'Reply' the message is recorded in Helpdesk ticket under specified Ticket ID and from there delivered to the customer.

Notes

  • Text below -Ticket-Body-End- including this title itself is truncated when sending to customer.
  • Administrators do not receive their own replies as notifications if their email address (in Administrator profile) matches the email in Administrator Notification settings.
  • VC is an encrypted parameter for secure correspondence. It is possible to guess ticket number but not the encrypted text.
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