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Tickets by email

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16 Jan 2021 19:16 #1 by pakkes
Tickets by email was created by pakkes
Hello.
We are trying to use ProjeQtOr as an advanced management system for Tickets entered by email by our customers.

We tested the function that inserts Tickets by checking an IMAP mailbox and it works wonderfully. We also tested sending the details of a Ticket by email as a note and retrieving the subsequent email response from the customer, everything works perfectly.

However we would like to kindly suggest a couple of improvements that we believe would bring the management of Tickets by email to a truly excellent level.

1) while composing "Email details of this ticket": a WYSIWYG way to compose the message, along with the possibility to add attachments. By adding this feature and combining it with a right template, we can use ProjeQtOr to reply to the customer and keep him updated on the progress of the problem solution, without ever having to open an email client (see image wysiwyg.png)
 
2) in the display of notes: it would be desirable to better understand the communication flow (see image history.png) For example, you could distinguish between notes for internal use and emails sent to the customer and also highlight the responses sent by email from the customer
 
3) to reply to the customer: you could select a note (which is actually a reply sent by email from the customer) and use it as a basis for replying to the customer again.

However, it is possible that these features already exist, in this case please forgive me and I kindly ask you to indicate how to achieve this purpose.

Thanks
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17 Jan 2021 17:01 #2 by babynus
Replied by babynus on topic Tickets by email

1) while composing "Email details of this ticket": a WYSIWYG way to compose the message, along with the possibility to add attachments. By adding this feature and combining it with a right template, we can use ProjeQtOr to reply to the customer and keep him updated on the progress of the problem solution, without ever having to open an email client (see image wysiwyg.png)

The email template already contanins rich text.
We did not expert to enter large messages in the message field, but it could be improvement to set a Rich CK Edotor field. Ticket #5197 recorded
Attachment is possbile as it is possible to select attached files to send with email. You must first enter attachment on the item.

2) in the display of notes: it would be desirable to better understand the communication flow (see image history.png) For example, you could distinguish between notes for internal use and emails sent to the customer and also highlight the responses sent by email from the customer

Request recorded as Ticket #5198

3) to reply to the customer: you could select a note (which is actually a reply sent by email from the customer) and use it as a basis for replying to the customer again.

Request recorded as Ticket #5199
 

Babynus
Administrator of ProjeQtOr web site

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17 Jan 2021 23:54 #3 by pakkes
Replied by pakkes on topic Tickets by email
Hi.
I'm really very happy that you've taken my suggestions into consideration.
Thank you so much.

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