I suggest ticket should be created directly when visitor submit contact form then email him with a customed email (template based).

Comments

Anonymous’s picture

Anonymous (not verified) commented

I've been throwing this idea around for awhile now, and I'm still undecided.

It would mean that we would need to do some checking against the incoming emails to make sure duplicate tickets were not created, or just not send an email for these tickets in the first place.

For the sake of developing some use cases, why would you suggest doing this?

Nguyen DO’s picture

Nguyen DO commented

For this use case, we will have a good text format and it is easier to add some other fields to ticket a submit form.

Regarding to duplicating ticket, we should suggest module admin use other email or add ticket id to email's subject.

ericwongcm’s picture

ericwongcm commented

I think this is a must have function for a ticketing system.
I believe all ticketing system creates a ticket as soon as the user submits one.
This is the first one I tried that doesn't..

Not checking incoming e-mail and simply create the ticket directly would do.
You could save time and don't check for duplicate by mentioning in the help text not to use uc_ticket to check an e-mail address that receives e-mail from contact page.

The e-mail notification to site owner is still needed so that the site owner can login and act on the ticket.

Furthermore, creating ticket automatically from e-mail may not be ideal due to spam bots.
It is possible that the ticketing system will be filled with junk mail.
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Use case 1

One customer purchases an item using ubercart and now needs to do a warranty claim.
He submit a request using uc_ticket and the site owner uses uc_ticket to reply and track the user on the progress of the warranty claim.

Use case 2

One customer purchases an item using ubercart and the item is lost in the mail.
He submit a request using uc_ticket and the site owner uses uc_ticket to respond to the request and take appropriate action to refund or replace.

In both cases, without a ticketing system, it will be difficult to track the item and the corresponding customer.
Ticketing system tied to an invoice will be necessary if the same customer have additional request down the line... e.g. if an replacement item is broken again and need another replacement. Or if the product is actually a service/subscription provided to the customer and the provider need to do some follow-up in relation to the item purchased.
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I think it may make sense for this module to either use codes from Support Ticketing System module
https://drupal.org/project/support
or somehow integrate the two together...

So that it will benefit users of both modules... and save time and development effort to add more features which is already available there.

I am not the first one to suggest this..
https://drupal.org/node/1226572