I am trying to implement a way to for referral's on the ticket to get e-mail updates when a note or reply is posted; I am trying to duplicate the normal alerts however I have not found which files control this.

Any ideas?

Is there some reason why you wouldn't just use Collaborators?

    So other than opening a ticket via email the User side has no way to add/remove collaborators.

    So all of it is on the agent (staff) side.

      ntozier, kind of. We have the customer portal in place however the goal is to be able to quickly allow other agents to update from the staff side of the system.

      Our main goal is to remain one “voice” behind a ticket, and we hide our staffs email addresses which are revealed when added as collaborators and when the cc notification go out they go out to all reciepients.

      I am looking into a mod which can do mentions, but if I can figure out a way for referrals to be updated that would be a good step until I can mod the system to allow for two or more agents assigned to the same ticket.

      Thanks,

        ntozier yes, I am working with that however don’t have it quite working yet with 1.11.0.

        I am thinking it should be fairly easy but I need to get some permissions built in as half of the agents will abuse the power.

        Since referrals are built in, I can control who can refer quite easily.

        I’ll keep working on the mentioned in the meantime.

        Thanks,

            a month later

            ntozier You cant assign agents as collaborators AFAIK. Has ot be a user. Unless I missed this feature somewhere.

            the_binder Let us know if you get it working. I'm looking for somethign​ similar to this also.

                @Jemrada sure you can. But you have to create a user account for the agent to do it.

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