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thekordy / ticketit

A simple helpdesk tickets system for Laravel 5.1+ which integrates smoothly with Laravel default users and auth system, demo is available at: http://ticketit.kordy.info/tickets
MIT License
875 stars 386 forks source link

email manage for version 2.1 #302

Open xaviqv opened 7 years ago

xaviqv commented 7 years ago

Hi there! Firstly, I would like to congratulate you on this great project. Cause I'd like to this comment not being the last I write here, please let me explain briefly my context. I'm the coder in a little size company (about 150 employees with computer) where we have an internal ticketing system that I started developing a few years ago with PHP and jQuery. This is, to support our employees only.

I think your solution for ticketing is very good, and It seems to be very scalable and flexible also. I'd like to contribute to it and make it the base of our new ticketing system, so I'd like to know more about your developing status and plans, firstly regarding to email piping that's been commented on the "1.0.0 roadmap" issue: https://github.com/thekordy/ticketit/issues/95 but not specified on https://github.com/thekordy/ticketit/issues/184.

In fact, a few weeks ago I was planning to use another ticketing system but it had an incompatibility issue with our own mail server, so I started writing Laravel code to make kind of a library or package to accomplish the following:

  1. Read emails from specified mail account (tickets account). Create a scheduled task in Laravel to do so every minute in business hours. 1.1 If ticket pattern present in subject: Create response on the ticket thread 1.2 If no ticket pattern is present on subject: Create ticket from email. Delete or archive email in mailbox

  2. View emails in other mail accounts (and folders) i have preconfigured, both departamental or personal, and process wich I want to be new tickets. Let me explain: I have an easy to fill form and I have told a lot of times the same people to use it, but they still preffer to send emails to our accounts (team or personal corporate ones). My intention is to gently redirect these inputs to our ticketing system doing the following in this case: 2.1 - Create new ticket from selected email 2.2 - Send an email to user with information about the new created ticket 2.3 - Archive email.

The second point is to gain time over the current process for these cases: 1- Answer the user email 2- Create manually a ticket with the user email and with our answer 3- Archive manually the email 4- Pray for not needing to locate the user email again some days after to continue support

I gotta say my library is on a early developing status; for now it does only read the mails from the mailboxes and folders I specify and registers incoming email to current Ticketing System via it's API and guzzlehttp. Also it uses https://github.com/barbushin/php-imap.

What do you think about these workflows? Are you planning (or have already written) similar things for version 2.1? When have you planned or expect to have a stable version for production environments?

Thank you very much!

thekordy commented 7 years ago

Hi @xaviqv .. Thank you for offering help, that's very kind from you. I am sorry I wasn't quick in replying to your kind post, I was trying to save more time to read your post more carefully and give it the time it deserves to answer all of its points, sadly I won't have such a time before next week, and until next week I hope you can get better idea of our last status on emails issue #117 .. and I have to tell you that neither v1 nor v2 are ready for even development yet, as I was going to rewrite all thing from scratch in v2 but haven't got any solid stand yet for you to build on it.

So I think if you really want to get this email module quickly to light, may be 0.2 branch would be your best option for now.

xaviqv commented 7 years ago

Don't worry. Thanks again to you. Ok then, I'll be following activity also in issue #117.

sprklinginfo commented 3 years ago

Hello, this is the exact feature I am looking for. Any progress? I am confused about version 2.1... the current version is still 0.2 and the 2.1 branch seems inactive for quite a while? Thanks.