Communicate with end user without outlook

[nattivillin]

When will we be able to update the ticket in ranger and have it send that email to the end user without requiring outlook?

Outlook should not be required for ticket communication...

[Support Team]

Thank you for sharing your thoughts with us.

Most of our users have Outlook, whether with 365 or Exchange, that is a feature rich and powerful email client. It makes less sense for us to prioritize implementing something, i.e. email client, that Outlook already has. In any case we have this feature request on our list and added your vote to it.

For what it's worth, while using the Web app, techs can reply to the customer by using the 'Quick Reply' button and their reply will be sent through Email Connector.

Hope this helps!

[adent-ctc]

Hello nattivillin

We are close to being able to do this for RangerMSP Tickets in Jupiter Server.

The next release will support updating RangerMSP Tickets in our client app Jupiter Explorer.
Jupiter Server already has support for sending email via a Office 365 MFA protected account without needing Outlook to be installed on any computer.

Currently we have a commandline utility called sendmail.exe that accesses Jupiter Server to send email from a Desktop without Outlook installed.
https://dentaur.com.au/jupiter-server/features/ms-graph-api-support/sendmail/
The Office 365 MFA credentials are stored centrally in Jupiter Server.
https://dentaur.com.au/jupiter-server/configuration/ms-graph-service/

Would you like a button on the screen to send the email?
Or would you like an email always sent automatically?
Which RangerMSP ticket details would you like in the ticket?

Please contact me on andrew@dentaur.com so we can discuss the details of the requirements.

Kind regards

Andrew

[nattivillin]

We use ranger as a terminal server remote app. When you try to send an email on a ticket, it tries to open outlook on the server (which is slow) and every time you need to send an email the same issue happens.

Having outlook on the computer doesn't help much when ranger runs as a terminal app.

[Support Team]

Interesting use case. Thank you for the input.

[stvnbth]

Will we ever be able to respond to requesters from the web portal?

[Support Team]

Thank you for posting this.

While using the Web app, you can reply to the customer by using the 'Quick Reply' button in the Ticket details page or by replying to specific email messages from the Ticket History tab as shown on the sample below.

In both cases the built-in window will be opened to type the reply and it will be sent through Email Connector.

/forum_images/reply_to_customer_from_web.png

Hope this helps.

[nattivillin]

How come we can reply from the web version without using outlook but we cant do the same thing from the full version?

[racassel]

It works a little smoother / faster if you create an Outlook Remote Web App, then open Outlook and leave it open. We do the same with Quickbooks and can generate invoices from RemoteWebApps. Slower and Clunky, subject to random display refresh anomalies, but it gets the job done. Prefer conventional RDP desktop connection.