Email Template – Subject Line

Hello,

Our plugin indeed uses it’s own template for the time being.
it’s configured from the Admin end –> Tickets –> Email Templates

it’s fully html capable and should be mostly adjustable to what you want/ prefer.

the templating system is one of the things that needs improving, sadly we spend most of the time fixing up queries as osticket changes everything around every few months or so (delaying new features due to constant focus on fixing up).

Regards,
Marco

Ok no worries understand you must be busy. Any pointers you can give as workround for custom email subject line is always appreciated if possible.

I had a look myself in the php code of your cool plugin – I know it’s not great editing these files as they’ll get overwritten when the next update occurs. However I managed to change the new email alert which was getting confusing as subject lines are key in gmail for threading. So I have altered the following :-

Open the file

wp-content/plugins/key4ce-osticket-bridge/includes/newticketmail.php

Edit the block of code after the comment:

///Email osticket admin - a new ticket has been created

$subject = "Our Helpdesk - " . "[" . $ticketid . "] " . "New Support Ticket";

$adminmessage.="To respond to the ticket, please login to the support ticket system.";
$adminmessage.="<br /><br />";
$adminmessage.="https://ourwebsite.com/helpdesk/scp/";

…and also a similar edit in the block of code after the comment:

///Email osticket Department - a new ticket has been created

Hello,

in the new version 1.3.0 the subject line can be set in the Email templates.
Please make sure it needs to be equal to the osticket mails (else the reply will generate a new ticket rather then add a reply to existing).

Regards,
Marco

Perfect thank you for letting me know – I’ll give it a try.

By the way have you ever tried the API as a way of creating the initial ticket rather than insert into DB? osTicket does a lot with message headers – I was trying to replicate that so that users reply by email would work with message-id header.

Problem is if you use the API you can’t actually integrate it with WordPress related aspects as much (for example woocommerce integration would become impossible).

The reply by email should work fine aslong as you keep the subjects equal to osticket configured subject (it’s now adjustable in the email templates in our plugin aswell).