Tickets -> Email notifications

[Maria Panova]

Here comes a new idea of further Kayako enhansment.

Now the customers receive email notifications only with staff replies.This is not really good in cases when more than one customer is subscribed to a ticket: it means that a customer never gets emails when one of his colleagues subscribed to the ticket posts a reply.

Our customers say that it would be really useful if they could receive emails from Helpdesk when any post in their ticket appears (no matter who added the post - customer or staff users). That would be fine even if they could get emails with their own posts, which would help them to have the entire ticket history in their email clients.

Hope this idea is reasonable enough to be implemented in version 4.

[Maria Panova]

Unfortunately I got no reply to my feature request. Is it really so senseless?

Actually, the implementation of the described feature is critical for our business: we get plenty of customers' complaints every day

The other problem connected with this one is the following: the users who are subscribed to tickets as "Third Party users", "CC users" or "BCC users" receive email notifications of the updates sent only by staff. But this is nonsense! Very often we need to subscribe several staff users to a ticket, and all of them need to be informed when a customer posts a reply. That is strange indeed when a coleague of mine gets a notification about my post and can't be notified when a customer responds.

This is important that the originator of the ticket, as well as CC/BCC or Third Party Users, could get email notifications about all the posts that appear in a ticket (no matter who posts this reply).

This request is of vital importance to us. I am pretty much sure that this feature may be useful for other Kayako users and I would greatly appreciate if I could receive Jamie's response.

[Jamie Edwards]

This is a good idea, and would be a useful feature. We will consider it for Version 4

[Maria Panova]

Thanks for the reply, Jamie. We'll be looking forward to getting this feature in Version 4.

[Sam Falkoff]

Maria, we keep our (small) staff notified using Alerts so all staff get emailed all replies to a ticket, maybe this would work for you

option to have all client replies sent out like staff replies to clients would also definitely be a good feature for v4.

for that matter, it could be part of an expanded alert functionality that allows you to define alerts for non-staff and specify whether they apply to owners, third-parties, cc:d users, etc.

[techs]

We need a feature where if a user/customer is part of a user group and a ticket gets opened that everyone in that groups get notified of the opening of this ticket and also any replies, etc. How can we do this?