Store Owner emails to Ticket system

[BatteryTrader]

Hi

Not sure if this is helpful to anyone, but I had been running an OSC site for many years, not knowing this could be done; perhaps it's common knowledge, but it was new to me.

I suppose if only one person is dealing with orders, it does not matter, but if more than one its very handy

I put the store owner's emails into a support ticket system. Piped from the storeowner’s email account

That way, if the clients reply directly to any of the emails sent for their order, anyone in the team can pick it up and answer; the same goes for contacts, any warranty claims, returns, quotes, etc.

Keeps it all in one place and easily retrieved

In the ticket system, rules can be set up to auto-reply or not, depending on many things, such as the subject.

And my in box is in much better condition, not sure how I even managed before.

I would say it's a hell of a lot easier, but as I said, there are more than one person dealing with things my end. Without it, only one person handles emails, which is exhausting.

Regards

[frankl]

What support ticket system are you using?

[BatteryTrader]

Could not tell you if it's any good, but been using the ticket system for quite a few years, as a point of contact after sales for any issues, like returns, warranty claims, etc., to keep everything in one place. Osticket is an open-source system; I self-host.

But it was only sometime last year, after I upgraded the Phoenix site (currently on 1.1.0.3, not that would matter), that I also tried using it as the email address for the shop owner, contact us, email scheduler, etc. The emails are PIPED in from that email account.

As a ticket system, it can be set up to send confirmation of ticket open, email reply, or not, depending on the subject in the email, not saying it was easy, took some experimenting, but I am no coder, just a shop owner getting my hands dirty. But now any staff member can handle enquiries, and they can be referred to later.

Been solid as a rock since.

[frankl]

Thank you! I'll check it out.

[LeeFoster]

There used to be an addon ticket system back before Phoenix seperated from OSCommerce.

Not sure it was used much so wasn't migrated.

[burt]

There is a Ticket system in the Addons area.
Unsure of how to get email piping plugged into it though.

[LeeFoster]

ChatGPT suggests using imap polling, but that assumes it is built in to Phoenix already, or that you know how to code that function in (which I dont).