Attachments Within Support Tickets Not Sending

[evolvewh]

v3.6.0

 

Anytime I attach a file to a support ticket, it's not being delivered within the clients email. It's only appearing within the ticket thread.

 

I don't remember this happening with past versions but maybe I'm missing something? I've looked in the logs and the email itself is sending and there is no error message associated with it.

[Paul]

Attachments are not included in the email. You can use the variable {ticket.has_attachments} or {ticket.reply_has_attachments} (See https://docs.blesta.com/display/user/Support+Manager) to notify the recipient if there are any attachments on the ticket.

 

If you think attachments should be included, I would suggest opening a feature request thread. I can see the benefit, but there are some things to consider when emailing attachments such as the size, whether they could be construed as malicious by spam filters, how many attachments there are, etc.

[evolvewh]

Attachments are not included in the email. You can use the variable {ticket.has_attachments} or {ticket.reply_has_attachments} (See https://docs.blesta.com/display/user/Support+Manager) to notify the recipient if there are any attachments on the ticket.

 

If you think attachments should be included, I would suggest opening a feature request thread. I can see the benefit, but there are some things to consider when emailing attachments such as the size, whether they could be construed as malicious by spam filters, how many attachments there are, etc.

Very interesting and of course it's a side that I didn't look at (as far as spam, malicious, etc). What about adding the {ticket.reply_has_attachments} variable and other common ones at the top of the email reply screen so it's a reminder and a way to copy and paste that variable easily? Maybe above the 'add a predefined response' link? I think the number of clients that actually come to the website and view the ticket thread is minimal and it would take a lot to get people in the habit of checking this. They see it as a regular email and not as a 'ticket' elsewhere.

[Paul]

Very interesting and of course it's a side that I didn't look at (as far as spam, malicious, etc). What about adding the {ticket.reply_has_attachments} variable and other common ones at the top of the email reply screen so it's a reminder and a way to copy and paste that variable easily? Maybe above the 'add a predefined response' link? I think the number of clients that actually come to the website and view the ticket thread is minimal and it would take a lot to get people in the habit of checking this. They see it as a regular email and not as a 'ticket' elsewhere.

 

The tag can't be used when replying to a ticket, only within the ticket email template under Settings > Company > Emails. Perhaps we should include a conditional for this tag to notify the recipient that one or more attachments are included in the update and they need to view the ticket online to download the attachments.

 

Open to suggestions on how the original default email template should be reworded to handle this.

[evolvewh]

I think there are a few ways to handle this but they may involve more than editing the original default email template.

 

I have no idea what's involved behind the scenes but here are a couple of ways to go about it:

 

1) A company wide setting to decide if attachments are automatically delivered within the email as well at the ticket thread.

 

2) The option to send the attachments on a one by one basis as tickets are created or replied to.

 

Just my 2 cents and I hope others chime in as well.

 

Thanks for taking the time to re visit this and address it.

[Paul]

I think there are a few ways to handle this but they may involve more than editing the original default email template.

 

I have no idea what's involved behind the scenes but here are a couple of ways to go about it:

 

1) A company wide setting to decide if attachments are automatically delivered within the email as well at the ticket thread.

 

2) The option to send the attachments on a one by one basis as tickets are created or replied to.

 

Just my 2 cents and I hope others chime in as well.

 

Thanks for taking the time to re visit this and address it.

 

The email templates have an option for whether to include attachments. We could potentially build in the functionality of including the attachments in the emails but have it unchecked by default (current behavior). It couldn't be a company setting because the support manager is a plugin.

 

I like the idea of having a link to each attachment within the email if any exist in the reply. That gets around any limitations on the attachment via email but makes it simple to see and download the attachment.

[evolvewh]

The email templates have an option for whether to include attachments. We could potentially build in the functionality of including the attachments in the emails but have it unchecked by default (current behavior). It couldn't be a company setting because the support manager is a plugin.

 

I like the idea of having a link to each attachment within the email if any exist in the reply. That gets around any limitations on the attachment via email but makes it simple to see and download the attachment.

I like the idea of having the link to each attachment too. It will hopefully get more clients to realize it's a ticketing system and visiting the company website more. I'm a strong believer in doing anything to drive traffic back to the website and having the link would be one great way of doing that vs. now where I get emails back saying there is no attachment.