Add more granular notifications for SupportFlow tickets

[meaganhanes]

Hi team!

We're still encountering problems with our SupportFlow setup regarding replying.

In this instance (see: ​https://cldup.com/rk4gzUwU2l.png), I used a Pre-defined Response to respond via SupportFlow. This email WAS successfully sent to the user-entered email address, but then it was ALSO sent to another administrator's personal work account. (but not ALL the admin accounts, as only Tracy received the email).

For our "debugging" attempt please refer to ​https://wordpress.slack.com/archives/training/p1452803061003374

[meaganhanes]

This issue may also be related: ​https://cldup.com/baN68aLNpU.png <-- an instance where Tracy's autoresponder somehow became a reply!

[iandunn]

Related #1440

[iandunn]

Thanks for the report Meagan.

@liljimmi, the e-mails were sent to your Yikes address because that's the one registered with your WordPress.org account, so that's the expected behavior.

The reason that you automatically responded to some messages is a combination of two features:

1) You can subscribe to get notifications when new tickets are created
2) You can add replies to tickets by replying to ticket notifications, without having to login to wp-admin

So, if you have an auto-responder setup for your e-mail account, and you're also subscribed to new ticket notifications, then all of those tickets will have the auto-response added to them. That's also expected.

I'm not sure why you were added to the CC list on Joe's message, though. You said that you were getting added to a bunch of them, but that's the only one I can see. Can you post links to the others, in case that will help me see a pattern or anything?

[iandunn]

Er, I'm wondering if you expected to only get notifications for new tickets, instead of getting notifications for all tickets, even if another admin is already responding to it. If that's the case, then you were probably only added to the CC list because of your reply, and the real problem here is that the notification behavior isn't intuitive or documented. Maybe there needs to be a way for people to get notifications for new tickets, but then once the ticket is owned by an admin, then only that admin gets notifications, or something like that.

[liljimmi]

Replying to iandunn:

Er, I'm wondering if you expected to only get notifications for new tickets, instead of getting notifications for all tickets, even if another admin is already responding to it.

I only ever got cc'd on a response when someone other than me answered a ticket and I was cc on all of them. There were only a few. When I answer tickets myself I do not get cc'd.

[iandunn]

So you got an email notification when Meagan responded to ​5708, even though you're not on the CC list for that ticket? That sounds like what I suspected; you're getting notifications whenever a "customer" / contributor, or another "agent" / admin creates or replies to a ticket, but not when you reply.

That's consistent with the expected behavior, and it'll stop if you disable the notifications under Preferences. So, there isn't a bug here, but it'd probably be good to think about improving the way notifications work at some point, so that you don't have to get notifications of replies to existing tickets by other agents if you don't want them. Most agents will probably only want notifications of new tickets, plus notifications of replies to tickets they "own", and then ignore existing tickets they don't own.

[liljimmi]

Replying to iandunn:

That's consistent with the expected behavior, and it'll stop if you disable the notifications under Preferences.

Ah, I see. Thank you for the tip. I changed my preferences.

[dd32]

SupportFlow is no longer used on WordPress.org. As a result, I'm closing this.