Is one-way and mulitple address email support possible?

  • Hello,

    With email support, there is what I call two-way email support where both admin and customer receive updates by email and can updates tickets by email.

    1) Is it possible to set the system so that both admin and customer can receive ticket update notifications, but only admin to reply by email to update the ticket?

    2) To have another support email address where the default two-way feature is active, as above.

    The reason for this is to have (1) as part of a lite support service, and the second as part of a premium support service.

    Thank you in advance,

    Bharat

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Replies by email or the admin requires our EMAIL SUPPORT add-on. However, once enabled that add-on will allow both agents and clients to respond by email.

    The add-on does allow you to have different support addresses to initiate tickets and to set different priorities for tickets that go to those different addresses. But replies will always go to the main address where they will be distributed to the different tickets as necessary.

    There is a rules engine that allow you to automatically set priorities and statuses based on the content of the ticket so maybe that will help. But in all cases both the agent and the customer will be allowed to respond by email. And it does require that you purchase the add-on to get the functions.

    Let me know if you have any other questions. Or if you like you can read the email add-on documentation here

    Thread Starter Bharat Karavadra

    (@bharatk)

    Thank you for the explanation.

    I will see if I can make something work with the two way email communication and different addresses.

Viewing 2 replies - 1 through 2 (of 2 total)
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