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View Full Version : auto reply to post from email



soundgod1818
09-07-2011, 04:35 PM
I am making a issue tracking system.

here is what I am trying to do. I would like to imbed a value to indemnify an email. If that email is replyed to. So if I send an email from the server using php like.

to: jsmith@gamil.com
From: support@gamil.com
Subject: I need help
message: some text..
ticket_id: 123456

If jsmith@gamil.com reply's to that email I can know what ticket to add the new email text to.

here is What I can do now is. I can send an email using PHP. I can read email from PHP using the imap functions and put the text into a database. I just need a way to embed a value into an email and need a way to read that value from an email.

I have used zen desk and it does this, But no one in my office likes to use it

Fou-Lu
09-07-2011, 05:51 PM
Best I see you already have all of what you need. The ticket_id is included within the email, so simply parse the email and match the ticket_id from the body after retrieving it from the imap server. You will of course need to manually execute a program to do this, use a cron, or write a service of your own so that it actually listens for incoming messages instead of pulling them on request.

soundgod1818
09-07-2011, 06:26 PM
can I embed the ticket_id into the email so it is not displayed in the email body?

when I send it from the server?

Fou-Lu
09-07-2011, 06:46 PM
can I embed the ticket_id into the email so it is not displayed in the email body?

when I send it from the server?

No. You need to use HTML if that is the case, and if that is reliable enough you can just use an image beacon instead. Problem is that HTML emails will never guarantee to be served as HTML nor are images guaranteed to be visible.
Why not move the ticket id into the subject line? That will make processing a little easier and typically most users just reply instead of modifying the subject. As a ticket id, they should be provided with it at all times, and should they remove it from the email they will reduce their response time. Simply add that to a faq.



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