Support Tickets

Support Tickets module change log Version 2.5.2: - Change: Subject is now populated from the template name when loaded - Change: Confirm overwrite when a template name already exists - Change: Show the file attachemnts button for tickets in the Email Inquiries tab - Change: When it a ticket is closed it is now automatically marked as read - Bug Fix: Changing the "From Mailbox" in a new Ticket could prevent templates from loading - Bug Fix: Updated email parser to do a better job of extracting "from" email in webhook - Bug Fix: Ticket tags with an ampersand (&) in them do not return search results Version 2.5.1: - Bug Fix: Replying to a ticket may instead add a "closed ticket" ticket note Version 2.5.0: - New: "Reports" tab in ticket dashboard with new Support Ticket canned reports - New: "Webhook Browser" tool with ability to resubmit failed webhooks - New: Added the ability to attach multiple bug reports to a single tracker - New: Clicking the 'in progress' button now opens owner selector - New: Tickets can be tagged if the tag module is enabled. - New: New Tickets can be CC'd to other email addresses too, not just Update. - New: Notes added to tickets show a time and snippet in the detail page - New: "Toggle Previous Replies" button when viewing a ticket to see inline replies - Change: Improved webhook parsing for To and From email addresses - Change: Template sort order has changed from created order to alphabetical - Bug Fix: fixed PHP notices when running on PHP 8+ Version 2.4.0: - New: Ability to block a sender added via "Block Sender" button when viewing a ticket - New: "Blocked Senders" tab in tickets where you can remove senders that were previously blocked - Change: Updated several templates with correct language strings Version 2.3.9: - Bug Fix: Attachments may not be attached when creating a new ticket Version 2.3.8: - New: Default indicator and ability to set default mailbox added to Mailboxes browser - Bug Fix: It was possible to delete the default mailbox Version 2.3.7: - Bug Fix: User images may not be visible in the "assign ticket to user" modal popup Version 2.3.6: - Bug Fix: Attachments may not be saved correctly when running on a cluster Version 2.3.5: - Bug Fix: Subsequent User images may not show if the initial ticket creator does not have an account Version 2.3.4: - Bug Fix: Incoming email tickets with attachments but no text body were not creating a ticket Version 2.3.3: - Bug Fix: Some "from" fields could contain invalid characters and fail to parse Version 2.3.2: - Change: Added new "invalid_mailbox_address" event fired with unknown incoming TO email address - Bug Fix: User image may not show on tickets when running on a cluster Version 2.3.1: - Bug Fix: Items per page jumper was not working correctly in the View Tickets browser Version 2.3.0: - New: Prevent duplicate ticket subject from same sender within 5 minutes of previous ticket - Bug Fix: Mailbox Admin Group selection could allocate incorrect quotas Version 2.2.3: - Bug Fix: Mailgun webhook could report "invalid ticket_id received" error in Activity Log Version 2.2.2: - Change: Added sender, subject and message to $_data array for incoming_ticket event - Bug Fix: Mailbox Admin Group selection could allocate incorrect quotas Version 2.2.1: - Bug Fix: Deleting an existing mailbox could orphan tickets that were in the mailbox Version 2.2.0: - New: When creating or updating a ticket, all profile users will be notified of ticket update Version 2.1.2: - Bug Fix: Some users were not able to download ticket file attachments Version 2.1.1: - Bug Fix: Possible "invalid email address" error when attempting to create a new ticket Version 2.1.0: - New: Click the "assigned to" name when viewing a ticket to assign the ticket to a mailbox admin - New: User image is shown in live select field when creating a new ticket Version 2.0.3: - Bug Fix: Trying to delete a mailbox would result in an "invalid ticket id" error Version 2.0.2: - Change: A ticket will always show green if it is currently in progress by a mailbox admin Version 2.0.1: - New: In Progress tickets now show ticket owner in ticket browser - Change: Improved search to search across all Open, Email Inquiries and Closed tickets Version 2.0.0: - New: Support added for multiple email addresses via new "Mailboxes" functionality - New: Support added for "Ticket Notes" for mailbox admins to add and view notes on a ticket - New: A notice is shown when replying to a user who has ticket notifications disabled - New: Next and Previous buttons for navigating to next/previous ticket when viewing a ticket - Change: Replying to a ticket automatically sets the ticket state to "waiting" - Change: Removed "Support Ticket Access" quota config - was not being used - Change: Quotas with Read Access can reply to existing open tickets but cannot create new tickets - Change: Removed notify options added in 1.8.0 - replaced with new Mailbox functionality - Bug Fix: A new ticket could be created without entering a problem or a question - Bug Fix: Ticket state images not showing in browser in skins that use a custom icon color Version 1.8.0: - New: "Notification Group" Global Config setting to give control over users who get ticket notifications - New: "Notify Quota IDs" setting to specify admin quota IDs for notification - New: Support for multiple file attachments when creating or updating a ticket Version 1.7.3: - Change: Updated to work with new image info listener to selectively block cached image access Version 1.7.2: - Change: Create Ticket "Send To Email" now shows User Name associated with email address Version 1.7.1: - New: Updated to properly handle email updates with multiple file attachments Version 1.7.0: - New: Ticket Template support in ticket followups and "Create New Ticket" tab for admin users - New: "Notify to Followup" option when viewing a ticket to highlight ticket 7 days later - New: Internet tickets with CC'd emails can now respond to CC'd emails with an update - New: View tracking of ticket updates to show when ticket has been viewed by recipient - New: Title of the ticket appears in browser tab - Change: Custom Form responses will now create an "Internet Inquiries" ticket if installed - Change: Replying to a closed ticket now sets the ticket status as being "open" - Bug Fix: Search in open/closed tickets may not find all tickets matching search string - Bug Fix: Some ticket data not being removed when Developer Tools "Reset System" tool is run Version 1.6.0: - New: Priority inbox updated so highlighting goes from minor -> critical if no followups - New: "Close" or "Open" ticket button in header of ticket to make it easier to open/close - New: "Waiting for Reply" and "In Progress" action buttons added to view ticket - New: Issue Tracker button to add Tracker URL to a ticket (requires Issue Tracker module) - New: "Auto Close After" global config setting to auto-close tickets due to inactivity - Change: Highlighting removed from Priority inbox tickets if last updated by an admin - Change: Tickets use plain text email instead of HTML to prevent email client threading issues Version 1.5.0: - New: "Enable Webhook Log" to log all incoming webhook emails to the Activity Log - New: Small attachment image shown in Ticket Browser to indicate tickets with attachments - New: 96mb and 128mb options added to Max Attachment File Size setting - Change: CSS updates to better handle long line overflow in ticket view Version 1.4.1: - Change: Tickets created from "Create Ticket" now strip HTML from body of ticket Version 1.4.0: - New: "Can Close Tickets" Global Config option to allow users to self-close tickets - New: Add any "Contact Us" responses from Simple Custom Forms to Email Inquiries tab Version 1.3.0: - New: "New Ticket Notice" Global Config for setting notice text on the Create Ticket form - Change: "ticket_updated" key removed from ticket datastore items - no longer used - Bug Fix: Order of tickets when browsing Closed tickets may be incorrect - Bug Fix: Timestamp in ticket browser was not using the format as defined in the core - Bug Fix: Deleting ticket from page greater than 1 resetting to page 1 Version 1.2.5: - Change: CSS Updates to prevent any text in a ticket from changing the ticket layout - Bug Fix: Gravatar images not working for email addresses not associated with a User Account - Bug Fix: Date and Time stamps in tickets not using format as set in Core Date and Time Version 1.2.4: - Change: User Images updated to work properly with Gravatar module (if installed) Version 1.2.3: - Bug Fix: Untranslatable language strings added to translation system. Version 1.2.2: - Bug Fix: Possible "Invalid HTML" error when creating or updating a ticket Version 1.2.1: - Change: Ticket Priority hi-lighting no longer applied to normal user view - Bug Fix: Layout of ticket browser columns could be incorrect on user view Version 1.2.0: - New: "Blocked Subjects" Global Config option for subject keyword email blocking - New: Select and delete/close checkboxes now work in Open Tickets - New: Click on username or email in Browse to see other tickets by same user - New: Attachment file icons if File Downloads module is installed and activated - Change: Email addresses longer than 32 characters are truncated when viewing ticket browser - Bug Fix: Power and Multi users not able to see tickets created by other profile users - Bug Fix: Tickets created by admins for a user may not be updatable by the user - Bug Fix: Attachments not working for some text attachments types Version 1.1.0: - New: Tickets will now include attachments in tickets for updates done via Email - New: "Your Settings" admin section for configuring a custom signature Version 1.0.2: - Bug Fix: Ticket "Updated By" not being updated correctly in some instances Version 1.0.1: - Bug Fix: New Ticket created by an Admin User may be saved with incorrect _profile_id Version 1.0.0: - Initial Release