Ticket system e-mails

D. Strout

Resident IPv6 Proponent
Why do ticket systems insist on sending me an e-mail when I open a ticket? I know I just opened that ticket! Why do you have to clutter my inbox with an e-mail that tells me almost nothing. Definitely e-mail me when someone replies, but otherwise I have enough e-mails to juggle without that one. I know most people are working on VPS panels right now, but if anyone starts a new billing panel (with integrated tickets, of course), don't do this.

Or maybe do - why do you all think that ticket systems do this? Maybe I'm wrong and there's a good reason for this.
 

SkylarM

Well-Known Member
Verified Provider
I think it's useful in the capacity of a user sending in an email, just as a heads up that yea we got the email -- outside of piped tickets I don't hold much value in the fact that the ticket email exists. You could almost say that about the Invoice payment confirmation, but that's actually worthwhile to know happened.
 

concerto49

New Member
Verified Provider
It acknowledges the ticket has been created and at least in WHMCS the owner gets notified on all ticket creations, even from sub accounts.

I think the best way to handle this would be having an option to disable email notifications for the creator of the ticket on creation/comment (i.e. no notification on self-actions).

Otherwise, notification is good.
 

kaniini

Beware the bunny-rabbit!
Verified Provider
I know most people are working on VPS panels right now, but if anyone starts a new billing panel (with integrated tickets, of course), don't do this.
We plan to make all e-mails sent by Cloudware except for login notifications optional.  This includes support tickets and billing e-mails for the integrated billing module.

Why everything but that?  We want to take account security seriously.
 

Aldryic C'boas

The Pony
We plan to make all e-mails sent by Cloudware except for login notifications optional. [...] Why everything but that?  We want to take account security seriously.
 

Counter-productive.  One of the first things I did when we used Solus was make a filter to delete those annoying login notifications.. your users will do the same.  And then completely in the dark if there is an unauthorized login.  A better idea is having it notify the user when a login is suspicious, rather than _every_ login.
 

D. Strout

Resident IPv6 Proponent
A better idea is having it notify the user when a login is suspicious, rather than every login.
 

...As long as you have good filters to trap what is "suspicious". I guess some people might like the idea of "yes, we got it", but really like I said, it's just one more e-mail among others. With the ticket e-mails, though, what would be useful is if the system could include the estimated wait time on the ticket.
 

Master Bo

Member
Logging in from yet unknown IP address could be considered suspicious (breaking out of pattern).

Answering the original post, I suppose that a checkbox "Only send me responses to my posts" would be nice to have.
 

TrueVPS

New Member
Verified Provider
I believe people want the confirmation that their email is received. In most emails an URL to the ticket system will be included which can be easy to track the ticket.
 
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