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  2. FreeScout
  3. Can we remove the # from the subject line as well as disable replying from email?

Can we remove the # from the subject line as well as disable replying from email?

Scheduled Pinned Locked Moved FreeScout
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  • X Offline
    X Offline
    xboxhaxorz
    wrote on last edited by
    #1

    I couldnt find the option to remove the #7 from the email subject line in any settings

    For example, the email with the subject Sponsor that was sent, the subject only said sponsor but replying to it created a separate thread in gmail that now says #7 Sponsor which we dont want due to the way we use gmail and the ticketing system together

    Is it possible to remove the #7?

    Aside from that i wanted to remove the ability to reply to the ticket via the email the assigned team member gets, i want to force going to the portal to reply

    Thanks

    Screenshot 2024-04-02 13.20.53.jpg

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    • nebulonN Offline
      nebulonN Offline
      nebulon
      Staff
      wrote on last edited by
      #2

      This seems more like an app internal question. Maybe better asked upstream in the Freescout project.

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      • humptydumptyH Offline
        humptydumptyH Offline
        humptydumpty
        wrote on last edited by
        #3

        I don’t have numbering visible in my FreeScout. Replying from email is a feature/setting that can be turned off. We have a snow storm going and I don’t have internet or electricity but i can check later and let you know.

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        • humptydumptyH Offline
          humptydumptyH Offline
          humptydumpty
          wrote on last edited by
          #4

          Btw if the numbering setting is turned off then maybe it’s gmail that is adding it and not FreeScout. Just a thought.

          X 1 Reply Last reply
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          • humptydumptyH humptydumpty

            Btw if the numbering setting is turned off then maybe it’s gmail that is adding it and not FreeScout. Just a thought.

            X Offline
            X Offline
            xboxhaxorz
            wrote on last edited by
            #5

            @humptydumpty So it gives each ticket a # in freescout

            Screenshot 2024-04-03 13.22.21.jpg

            The subject remains unchanged in the freescout portal, but when you reply, it puts the # in the subject when you check it in gmail, gmail wouldnt change it on its own

            I could not find an option to disable the numbering setting or the reply from email setting

            humptydumptyH 1 Reply Last reply
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            • X xboxhaxorz

              @humptydumpty So it gives each ticket a # in freescout

              Screenshot 2024-04-03 13.22.21.jpg

              The subject remains unchanged in the freescout portal, but when you reply, it puts the # in the subject when you check it in gmail, gmail wouldnt change it on its own

              I could not find an option to disable the numbering setting or the reply from email setting

              humptydumptyH Offline
              humptydumptyH Offline
              humptydumpty
              wrote on last edited by humptydumpty
              #6

              @xboxhaxorz do you have the ticket module installed? If so, delete that plugin's folder. Disabling it isn't enough.

              Also, what modules do you have installed?

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              • humptydumptyH humptydumpty

                @xboxhaxorz do you have the ticket module installed? If so, delete that plugin's folder. Disabling it isn't enough.

                Also, what modules do you have installed?

                X Offline
                X Offline
                xboxhaxorz
                wrote on last edited by
                #7

                @humptydumpty I dont have any modules, i just installed freescout from cloudron and that was it

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                • girishG Offline
                  girishG Offline
                  girish
                  Staff
                  wrote on last edited by
                  #8

                  @xboxhaxorz There is a module which does this - https://freescout.net/module/ticket-number/ . Check in Settings -> Modules if this is enabled. If not, disable it. After disable, you have to restart free scout app.

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                  • C Offline
                    C Offline
                    ccfu
                    wrote on last edited by
                    #9

                    @girish That module just adds ticket numbers to the subject lines.

                    Every conversation in Freescout has a ticket number which is displayed in the GUI and in notification emails such as in the screenshot above. I don't see why this is a problem in Gmail though. Customers do not see this number.

                    As far as I am aware there is no setting to prevent users from replying by email.

                    humptydumptyH X 2 Replies Last reply
                    1
                    • girishG girish

                      @xboxhaxorz There is a module which does this - https://freescout.net/module/ticket-number/ . Check in Settings -> Modules if this is enabled. If not, disable it. After disable, you have to restart free scout app.

                      X Offline
                      X Offline
                      xboxhaxorz
                      wrote on last edited by
                      #10

                      @girish said in Can we remove the # from the subject line as well as disable replying from email?:

                      @xboxhaxorz There is a module which does this - https://freescout.net/module/ticket-number/ . Check in Settings -> Modules if this is enabled. If not, disable it. After disable, you have to restart free scout app.

                      It says not installed, the entire page says that for all the modules

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                      • C ccfu

                        @girish That module just adds ticket numbers to the subject lines.

                        Every conversation in Freescout has a ticket number which is displayed in the GUI and in notification emails such as in the screenshot above. I don't see why this is a problem in Gmail though. Customers do not see this number.

                        As far as I am aware there is no setting to prevent users from replying by email.

                        humptydumptyH Offline
                        humptydumptyH Offline
                        humptydumpty
                        wrote on last edited by
                        #11

                        @ccfu said in Can we remove the # from the subject line as well as disable replying from email?:

                        Customers do not see this number.

                        Nice catch. I misunderstood the OP and thought he could see the ticket number from the customer side 🤦

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                        • C ccfu

                          @girish That module just adds ticket numbers to the subject lines.

                          Every conversation in Freescout has a ticket number which is displayed in the GUI and in notification emails such as in the screenshot above. I don't see why this is a problem in Gmail though. Customers do not see this number.

                          As far as I am aware there is no setting to prevent users from replying by email.

                          X Offline
                          X Offline
                          xboxhaxorz
                          wrote on last edited by
                          #12

                          @ccfu said in Can we remove the # from the subject line as well as disable replying from email?:

                          @girish That module just adds ticket numbers to the subject lines.

                          I don't see why this is a problem in Gmail though. Customers do not see this number.

                          We would be using freescout to respond to volunteer form applications, that original email has all the information that we ask for in the form, so if we use freescout to respond it will create a separate email with the new subject line

                          This ruins our process as we now have 2 emails for the same volunteer applicant, its difficult to explain but some of us would use gmail and others would respond to the email via a ticketing system when the volunteer applies for their department

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                          • humptydumptyH Offline
                            humptydumptyH Offline
                            humptydumpty
                            wrote on last edited by humptydumpty
                            #13

                            I would suggest this workflow:

                            • have the volunteer form app sent to the freescout email address
                            • use this setting: manage > settings > general > emails to customers > conversation history > do not include previous messages
                            • use this setting: mailbox settings > edit mailbox > aliases > allow to reply from aliases (also, add all staff emails separated by a comma ex: user1@email.com,user2@email.com, etc.)
                            • in your user profile settings > see screenshot below for settings that I use. I get a copy of the emails on my phone so I can reply when I'm on the go.

                            image.png

                            my customer don't see any ticket numbers and I can reply from my phone without having previous convos show up in the replies. I would recommend setting up an auto-reply in the mailbox settings, so customers know their message was received and when to expect a reply back.

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