Ticket system e-mails

[D. Strout]

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]

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]

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]

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]

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]

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]

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.

 

[HostUS-Alexander]

Well it works both ways. If you email sales@xxx you get an email saying ticketed opened, then you get the confirm email.

 

[TrueVPS]

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.