After a lot of testing, we finally rolled out our Discourse support ticketing function. I’ve immediately been smacked in the face with some show stopping issues that I hope can be overcome somehow. We have a category/subcategory called Support/Support Requests Support requests is set to use priva…

Can you describe in more detail how you have set this up? What do you mean by private topics? What do you see when you click on the envelope in the top right corner of posts as in the screenshot? You should be able to see the source email there, including details that will help you with troubleshoo…

[изображение] tobiaseigen: Can you describe in more detail how you have set this up? What do you mean by private topics? [private-topics] I’m afraid all it’s doing is making a local copy of the logo. [edit-info] [edit-raw] I hope I can convince them to just send support requests from …

What happens when you click on the envelope? Are you an admin of your site? If so you should see a popup like this letting you toggle between raw, text and html versions of the email. [Screenshot 2025-09-19 at 8.21.07 AM]

Yes, attached are screenshots of the only differences between them side by side, and in RAW. And yes, my user is an admin.

[изображение] tknospdr: Yes, attached are screenshots of the only differences between them side by side, and in RAW. I think we misunderstand each other.. did you see my screenshot two posts up? You should be able to see an “Incoming Email” popup like my screenshot. That will let you see the …

[изображение] tknospdr: Is it not possible to move posts from one topic to another if the destination you want is marked as private even if the mover has access to the topic? This text isn’t off topic for this post, I was just restating point 3 from the original post. If you think it would be…

[изображение] tknospdr: Yes, when I look at the text in the envelope it’s all there. So why is this happening, and how do I fix it in the future? By default, Discourse tries to hide, for example, signatures and previous messages when you email to a category, as posts to a category are usually…

[изображение] tknospdr: This is kind of an important point as for some reason, when one of our clients responds to topics, instead of making a new post, it makes a whole new topic that I cannot merge. Oh, I see you are right it is related after all. In case you didn’t know, when merging messa…

[изображение] Moin: I think the settings related to that are Trim incoming emails and Always show trimmed content. I remember something about Incoming email prefer HTML too. But I don’t remember exactly how they interact. Yes, ‘trim incoming’ is checked, and ‘always show trimmed’ isn’t, I won…

Проблемы с тикетами поддержки

Поддержка

tknospdr (David Muszynski) 19.Сентябрь.2025 15:19:06 3

Боюсь, это лишь создаёт локальную копию логотипа.

Надеюсь, мне удастся убедить их отправлять запросы в поддержку напрямую из почтовых клиентов, а не через систему тикетов, но, думаю, это будет нелёгкая борьба.

Тема		Ответов	Просм.
Per-category default reply when emailing in Feature	10	2068	04.12.2025
Use Discourse as a Private Support/Ticket System Administrators how-to	19	11729	11.05.2025
Can incoming Discourse email support replace old ticket portals? Support	3	2699	12.02.2019
Incoming email replies do not share the same topic Support email-in	6	187	09.12.2025
Using discourse to manage support emails: receive and reply Support	2	77	08.08.2024

Проблемы с тикетами поддержки

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