Tickets -> Alerts -> To customers

ste73 · **Tickets -> Alerts -> To customers -** 27-08-2007, 09:42 AM

Is there any way to have sms to be sent to our customer as notify for status change of ticket?

I mean: for a specific department i'd like to have our customer to be notified by sms (they should set the cell phone number somewhere and somehow) about status change.

Any idea?

Ste

craigbrass · 27-08-2007, 09:50 AM

Not currently but would be a cool feature. You can either post it in the feature requests sub board for consideration for a future version or have the feature custom developed by somebody who posts in the marketplace board. I recommend SoftAir if you go down this route.

jpuff · 27-08-2007, 05:56 PM

I wouldn't need sms, but just some sort of alerting mechanism by email letting customers know that their ticket has been assigned or something like that.

craigbrass · 27-08-2007, 06:03 PM

jpuff: There is no way to do this. E-mails are only sent on reply to the ticket.

Could one of the mods split this so they can get separate consideration?

quipment · 24-02-2008, 05:30 PM

I like this functionality as it is a good service to your customers to sent them a SMS message when something has changed on their ticket.
I think there have to be a dramatically change on the autoresponder functionality so you are more flexible to implement it. So I think you need to be able to select what communication ways (e-mail/sms) you want by each rule.

softmath · 26-03-2008, 05:08 PM

I am sorry to post this comment here, but I see that I can not post new threads. If somebody could open a new thread for me, it would be great.

I would like to suggest some way of auto-closing tickets without sending auto-responders to users.

When we use Kayako e-support, we usually mark answered tickets as "Answered". If the user does not reply back, then the ticket remains as "Answered" forever, while we would like it to be in the "Closed" status.

The Auto-closure feature is allowed ONLY if users are sent one (actually, two) notification e-mails. Wouldn't it be nice that this could be done without annoying the user?

Thanks!

craigbrass · 26-03-2008, 05:18 PM

You can only post new feature requests in the root Feature Requests board. They then get moved if they will / will not be implemented.

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ste73 Offline New Member Posts: 4 Join Date: Sep 2005	Tickets -> Alerts -> To customers - 27-08-2007, 09:42 AM Is there any way to have sms to be sent to our customer as notify for status change of ticket? I mean: for a specific department i'd like to have our customer to be notified by sms (they should set the cell phone number somewhere and somehow) about status change. Any idea? Ste

jpuff Offline Member Posts: 77 Join Date: Aug 2006	27-08-2007, 05:56 PM I wouldn't need sms, but just some sort of alerting mechanism by email letting customers know that their ticket has been assigned or something like that.

craigbrass Offline Senior Member Posts: 4,986 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	27-08-2007, 06:03 PM jpuff: There is no way to do this. E-mails are only sent on reply to the ticket. Could one of the mods split this so they can get separate consideration? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

quipment Offline New Member Posts: 18 Join Date: Oct 2007 SupportSuite Hosted License	24-02-2008, 05:30 PM I like this functionality as it is a good service to your customers to sent them a SMS message when something has changed on their ticket. I think there have to be a dramatically change on the autoresponder functionality so you are more flexible to implement it. So I think you need to be able to select what communication ways (e-mail/sms) you want by each rule.

craigbrass Offline Senior Member Posts: 4,986 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	26-03-2008, 05:18 PM You can only post new feature requests in the root Feature Requests board. They then get moved if they will / will not be implemented. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger