Solved Agent Reply To The Customer's ticket

[Ricsca]

In the emails model he tells me to go and read the tiketo on the site but then below with the {%ticket.threadMessage%} code he shows the whole answer.
Couldn't you have a code that only shows the first few words of the answer and then lets the customer go to the site?

[peopleinside]

@ricsca you can edit email models.
You will found the template that can be customized in the operator Dashboard.

I also use {%ticket.threadMessage%} in that template.. and I'm sorry I cannot understand well your request. Maybe a screenshot of what you get, what is wrong, an example on what is expected should help to help you better.

If you wanna have just a partial reply text, this is not supported.
You can have full reply or remove the {%ticket.threadMessage%} and ask the client to login in the web interface.

[vipin]

@Ricsca As I understand your concern, you want only few words of thread in notification email. So that the user can come to website to see the whole message.

Can you please tell me, am able to understand your query?

If not, Please tell us with screenshot or an example so that we can help you.

[Ricsca]

@vipin Yes, right.
If the email contains a few words, the user is prompted to go to the site and then to reply while if the complete reply arrives by email, the user will tend to reply to the email.

[vipin]

@Ricsca This is the feature in uvdesk that a customer can reply from email as well.

For that reply, you should have alredy setup that mailbox & cron job which will help you to convert mails into ticket or thread.

Are you aware from that, if yes then we also provide you that solution that only shows the first few words of the answer

[peopleinside]

@vipin Hi, today I tried to give an hand for help @Ricsca with remote support AnyDesk.

@Ricsca is using a shared hosting, seems so I was able to set a cronjob and have the output sent by email. I discovered in the host field, email settings need add the novalidate-cert

with this edit now UVdesk read emails of @Ricsca but ticket still not get created.

I checked the site URL and is correct, I tried to add /public/ to the URL but same results: ticket not created.

https://forums.uvdesk.com/topic/2006/not-create-the-ticket-from-email/8?_=1646416431003

@vipin How can we help @Ricsca ?
Can open a ticket but you don't need only access to UVdesk maybe but also to the user hosting... and this may be a problem I think. I looked remotely with Anydesk, I also followed the link topic above by replacing RefreshMailboxCommand.php and replace its code from here but no particular error messages was printed.