I found this add-on, but it seems not to be updated anymore since 2006.
Is there something similar to buy? https://devot-ee.com/add-ons/helpdesk
Or maybe a way to replicate this with EE channels?
I would like to replace a simple ticket system which users can email (email is converted to a channel entry for that user account) or they can also add the entry with a form manually. I already own 2 form add-ons that post to channels. I guess that would be the easy part.
The hard part is probably converting emails to a channel and restricting that to only a specific account, so the user can only view his own tickets and I can reply from the admin side.
The way this usually works is that you set up your email account to pipe to a PHP file. The PHP file parses the email.
Example: php /path/to/pipe.php
Every time a messages comes in, it goes directly to the PHP file.
There are multiple PHP mail parsers on GitHub.
Reading directly from an email account would be far more complicated, but most systems just are set up to pipe to a file, this can be setup easily on most email servers, like Exim or Postfix.
It would then convert the message into HTML and display as a ticket. Attachments are usually ignored as that also involves more complexity.
I have not researched this yet but reading the Moblog Add-On: https://docs.expressionengine.com/latest/add-ons/moblog.html
I actually think Moblog could potentially solve the email parsing part.
If the Moblog add-on is modified to check the incoming FROM email header for a member email field then this could potentially be used as the basic for an incoming support ticket system.
Email is received to modified Moblog add-on, checks email for an EE member (customer).
If a match is registered, the message is accepted and the entry is created in a channel assigned to that specific member. User can then log in and view his tickets and staff can reply to the channel from inside EE.
If another email is received and no email address is found, Moblog rejects the entry, maybe emailing back the user that tickets are only for registered members.
Of course if you want to accept tickets from everyone its even more simple as all emails are accepted as entries, but you would probably deal with spam messages so be sure to have a proper spam filter in place. But that would be an issue with any other ticket system as well.
I think Moblog actually takes the hard part out of the equation which is parsing incoming emails and it creates half of the work already by being able to create entries on a channel with that content, and it also seems to handle attachments.
The other part would be basically relating that specific entry to that member only (for his eyes only) and sending an email back to the user (you could read the FROM email posted in the entry) when someone replies to that entry.
As for the add-on I posted here, the developer claims it’s not supported anymore in EE as it would take too much work to upgrade since there were too many changes in EE 3. So for anyone reading, that add-on is not compatible or works anymore.
What do you guys think?