In my community, we have a helpdesk team, in addition to our
@admin teams. The team uses a
@helpdesk group to private support via personal messages, and the Tickets Plugin 🎟 to ensure follow up.
Currently, automated messages are created, as tickets, from a team member’s own username and include the helpdesk group. This works because people like being able to reply to a human bean to ask questions and work with us until we’ve reached resolution.
However, other members of the helpdesk team have asked if it is possible to send the automated messages from the helpdesk group itself instead of from a specific team member. I know this is not currently possible, but am curious to find out what others think of this idea and if there is wider interest in it, and if the discourse team might be interested in adding it. Maybe there are workarounds you can suggest for me as well.
I can see some benefits:
- groups are already able to receive messages - being able to send messages just takes them one step further toward feature parity with users.
- the thousands of automated messages created for every new member joining the community (and for other cases in our community as well, via the API) are not associated with a specific user, who may at some point leave the organization so there is no point in having this user have access to them or be notified if later someone decides to reply.
- replies to messages to the group can wait in the group inbox to be picked up, ticket style, by whoever in the group is on duty or best suited. When they add their reply they are then included in the message. Meanwhile no other user is included just because the automated message happened to have been sent from their username.
- messages sent to
systemwould be taken care of (see below).
site contact username (see below) to be set to a group would be a start. Not sure what other changes would be required.
If this is too weird, an alternative might be to simply create a helpdesk user, and set that username as the site contact username and for automated messages. But then it would be helpful if any messages to that user (including replies) also are tickets and include the helpdesk group.
Continuing the discussion from Changing `system` account email: