Basically, were just going to make the clients email address into a "mailto:" link.

include/staff/viewticket.inc.php

Find this code...

<?php echo $ticket->getEmail();

if(($related=$ticket->getRelatedTicketsCount())) {

echo sprintf('  <a href="tickets.php?a=search&query=%s" title="Related Tickets">(<b>%d</b>)</a>',

urlencode($ticket->getEmail()),$related);

}

?>

and replace it with this code...

Click it and send an email

( -----invoke outlook just for Ben ------ )

fill in the subject with the ticket # & subject

and the body with user info

<a href="mailto:<?php echo $ticket->getEmail();?>?subject=#<?=$ticket->getExtId()?>  <? $ht=$ticket->getHelpTopic();

echo Format:($ht?$ht:'N/A');?>&body=Ticket%20Number:%20<?=$ticket->getExtId()?>%0AICI Representative:%20<?=$staff?Format:($staff->getName()):'- unassigned -'?>%0ALast%20Response:<?=Format:($ticket->getLastResponseDate())?>%0AClient:%20<?=Format:($ticket->getName())?>%0APhone:%20<?=Format:($ticket->getPhoneNumber())?>%0A&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95&#95">

Get and display related tickets

<?php echo $ticket->getEmail()?></a>

<?php

if(($related=$ticket->getRelatedTicketsCount())) {

echo sprintf('  <a href="tickets.php?a=search&query=%s" title="Related Tickets">(<b>%d</b>)</a>',

urlencode($ticket->getEmail()),$related);

}

?>

This will make the clients email address on the view ticket page into a clickable link. This link will invoke your default email client and (hopefully) fill in the subject with the help topic and the ticket number. The body of the email is pre-populated with the clients information because sometimes people forget things, and its easy to delete the info before you send the email. This mod was originally intended to be a temporary solution to the lack of multiple attachments on the backend but once I figured out the email piping, it became a valuable addition for the staff.

Warning: The mailto: protocol is famous for its incomplete implementations across various email clients and it may not work for all of them. Your mileage may vary.