#2809 - More intuitive guest ticket handling
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By PDStig
- Added
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| Identifier | #2809 |
|---|---|
| Issue type | Trivial issue (does not break functionality) |
| Title | More intuitive guest ticket handling |
| Status | Closed (duplicate) |
| Handling member | Chris Graham |
| Addon | tickets |
| Description | Some ticket systems have some nice features for handling guest support tickets. I think Composr could benefit from these.
For example, if a guest submits a support ticket, instead of requiring direct communication by email, why not incorporate a couple features so that guest tickets can be managed via. the ticket system as well? EG: *If email integration is enabled, when a guest creates a ticket, the "reply-to" of the notification will be the email of the support ticket integration email. The "Subject" of the notification will contain the TICKET ID as a prefix. And the message itself will instruct the guest to leave the TICKET ID in the subject when replying to the ticket. Composr's ticket email integration will then match the subject ticket ID to a valid ticket and make an appropriate guest reply in the ticket whenever the guest replies via. email. *If email integration is not enabled, perhaps Composr can generate a password (and put it as a URL parameter). Guests can respond to the ticket by going to the Ticket URL and entering a generated password (if it wasn't included as a parameter in the URL). A failed password entry will trigger the same hack attempt notice that accessing someone else's ticket would. *In both cases, staff can reply via. the ticket system... which Composr would then notify the guest via. email about the reply. |
| Steps to reproduce | |
| Related to | #2810 - Allow guest ticket submission via. email of ticket email integration #2705 - Allow emails to support ticket email integration from emails not associated with a member |
| Funded? | No |
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Comments
"If email integration is not enabled, perhaps Composr can generate a password" - I don't agree with this bit. You might as well just deny guest ticket access and make them sign up, same effect, less complexity and code.