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 private topics so that only authors and support staff can see the posts in any given topic. It also has email turned on as most of our tickets come in that way.
We have one customer that uses their own ticketing system to send us support requests, I believe it’s called RepairShopr. When we get a ticket from them:
We don’t get the entire ticket, all I see is a useless bit of fluff before the actual info. See screenshot below.
Every time they reply their software creates a new topic instead of posting in the original topic
I could deal with that using the move posts function, however, because the topics are private, they don’t show up in the list of available topics to send them to.
Can anyone help with any/all of these? I spent a good deal of time function testing this and all of the sudden, it’s useless.
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 troubleshooting what is going on with their emails. I suspect there’s not going to be alot you can do about it if they are not sending emails with properly formed headers.
I hope I can convince them to just send support requests from their e-mail clients rather than through their ticket system, but I imagine that will be an uphill battle.
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.
