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Empty recipient field on message screen

STAFF Marc Eberhard

Hi

I got a request from a customer who wants to have empty recipients field when clicking "Reply" in the ticket screen:

Normally, SuperOffice fills in email addresses from contacts of the ticket when you click "Reply", "Reply all" or "Forward". 

Customer wants to have recipients field empty if access level of ticket is internal. SuperOffce should not prefill the recipients field in this case. The user should still be able to send the message if he wants to. But then he should be forced to fill in recipients field manually.

Any ideas?

Best regards

Marc

STAFF /en/My-Page/5914/

RE: Empty recipient field on message screen

Hi Marc,

Unfortunately, there is no standard way of doing this. The best sollution would be if we had a CRMScript trigger for the "Calculate recipients" ajax method so that it could be manipulated, but no such trigger exists today.

Sverre

By: Sverre Hjelm 3 Aug 2020
STAFF /en/My-Page/5135/

RE: Empty recipient field on message screen

Hi Sverre,

thank you for reply.

Wouldn't it be better and easier to have a switch, e.g. in the systems settings, to tell SuperOffice whether to prefill recipients field on internal tickets? I guess this might be kind of a common logic.

Best regards

Marc

By: Marc Eberhard 3 Aug 2020
STAFF /en/My-Page/5914/ Hot

RE: Empty recipient field on message screen

Hi Marc,

The "standard" logic is that "Add comment" is the button to use if you don't want to reply to the customer.

Sverre

By: Sverre Hjelm 3 Aug 2020
PARTNER /en/My-Page/11000/

RE: Empty recipient field on message screen

Hello,

A way to manipulate the recipients being added using a trigger would be a great addition, we have had the request from multiple customers to modify which email addresses are added to the cc and/or bcc fields based on for example category or some external field.

By: David Hollegien 3 Aug 2020
/en/My-Page/13826/

RE: Empty recipient field on message screen

Hi mates,

So should we assume by Sverre reply that, at least in short term, there will be no way to change the reply button depending on other field as per example "access level", category or other field?

Thank you!

 

By: Clodoaldo Do Prado 28 Aug 2020
STAFF /en/My-Page/5135/

RE: Empty recipient field on message screen

Hi Clodoaldo,

yes, I think so. As outlined by Sverre "reply" means reply to the customer; so you as a supporter want to send the customer an answer. It is the supporter's responsibility to set the correct recipients. Same holds true for "Reply all" and "Forward".

This is standard service logic that we should not change.

Best regards

Marc

By: Marc Eberhard 28 Aug 2020