Tickets created by website forms

[deleted] · Apr 23, 2019

Our website has an inbuilt message system that is pretty ropey. I am trying to see if OSticket will replace it

A customer goes to our website and fills in a form for support - a very typical contact us form. They add their email address and the message is then directed to our support@ email address. The "sender" of the email is our enquiries@ email address (the website default)

If I go to the support@ email account see the message and hit reply, it picks up the customers email address (not our equiriesies@ address)

However if I pick up those emails in OSticket and hit reply, it does not pick up the customer email address it picks up the enquiries@ email address

Does that make sense?

I have tried the same think with freshdesk (not a contender, just looking) and it picks up the customer email address also

So is there a way of making OSticket get the correct customer address?

I know I can redirect the customer to the Osticket web form - but that does not quite suit our purpose

TIA

Ron

ntozier · Apr 23, 2019

If it were me, I would replace the form. And I would create a new one that uses the osTicket open ticket api.

API documentation:
https://github.com/osTicket/osTicket/blob/43bf186db9e85c8ec218158ea4c0bc3e90bbe3eb/setup/doc/api.md

As a side note this article I wrote (5 years ago) is still a mostly valid example. [I think that attachments changed, but everything else should be okay.]
https://tmib.net/using-the-osticket-1-8-1-2-api/

indy_neal · Apr 24, 2019

I ran into the same problem on our Magento store. All the forms are sent to and from our support email. Also, most severs today or services (Mandrill) will not send the mail as the user submitting form. I'm not sure if I missed something but it does not seem osTicket will use the reply-to email sent with the email header??

I used the API to send the form data to osTicket: api_ticket_create.php

Took the example code from that file and included it on the shopping cart send mail page. Works pretty well.

[deleted] · Apr 24, 2019

Thanks both for the replies

I will have a look - I am not much of a programmer though. So we have two systems (prestashop / thirtybees) and wordpress.

Is the idea that I embed the code into thier contact forms, or change the link away from their contact forms to the (edited) php file suggested by @ntozier ?

ntozier · Apr 24, 2019

You would either create your own form and point it to the script on your osTicket server.

Or you would change the form/script to use the existing form, and point the form to the script on the osTicket server.

[deleted] · Apr 24, 2019

ntozier Thanks - unfortunately no idea how to do any of that. So perhaps just go back to having a menu link going to the osticket landing page