In my community, we have a helpdesk team, in addition to our @moderator and @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 …

Not a bad idea, but I’m not sure if this is possible. Remember that posts and topics in Discourse are always created by a person, not a group, so I suspect this would break a bunch of fundamental low-level assumptions in Discourse.. cc @sam ?

Technically for messages this should be fine, there is a possibility this could be crazy enough to work :full_moon_face:

Thanks, Jeff and Sam! If this could work technically, what would be the next steps for making it happen? Is it fairly easy for you to implement and is it something you want to do in the near future? If not, I will move forward with my alternative idea. [изображение] tobiaseigen: an alternative …

I don’t think it is an big change, @nbianca can you add this to your list, but not super high on it, when you free up. Tobias we will get to this some time in the next few months.

@tobiaseigen some stuff here gets very complex. The change of allowing site_contact_username to be a group has one very complex scope to it that makes this a no go. At the end of the day a group can easily get all the notifications for a message (by being in topic allowed groups), but the message …

Thanks, Sam! Finally have some time to try to think about this. I think I understand what you’re saying. It does mean I proceed with my alternative plan: [изображение] tobiaseigen: If this is too weird, an alternative might be to simply create a helpdesk user, and set that username as the site …

[изображение] tobiaseigen: Am I right in understanding that with your proposed improvement, messages sent to and from the site_contact_username would also include the site_contact_group_name ? If so then this definitely solves the OP and I’m happy. Yes this is what I am saying :blush:

I don’t know when you snuck it in there, but I now see the site contact group name site setting. Thanks! :seedling: [32%20PM]

Feature idea: allow groups to send messages, or include a specific group in all messages to specific username

Поддержка

sam (Sam Saffron) 19.Март.2019 03:05:29 10

Yes this is what I am saying

Use group messaging / name for `site contact username`

Тема		Ответов	Просм.
Use group messaging / name for `site contact username` Feature completed	5	1752	23.04.2019
Send a Private Message to a User Group Feature	4	2334	09.10.2015
Private messages to a group, or other means to handle private support requests Feature	19	11087	07.04.2020
Send system messages from multiple users Support	2	570	04.05.2020
When personal messages are disabled, can users still message a group? Feature	7	1396	05.11.2021

Feature idea: allow groups to send messages, or include a specific group in all messages to specific username

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