Tickets -> Automatic e-mails on status or priority change

kefka810

Hi,

I recently purchased Kayako eSupport and have a question. I searched the forums as best I could and found the following thread that describes my question:

Close a Ticket With Email Notification

There wasn't a clear answer to the question, however.

What I would like to know is how to set up Kayako so that when I change the status of a ticket to "Closed", it will automatically send an email to the Requesters of the ticket with a custom message.

Is this possible?

Thanks!

supportskins · 08-10-2007, 12:57 PM

No, this is not possible. The software can be set to send an email notification to the client when the ticket is closed automatically using the Autoclose feature however the software, by default, is not designed to send out a notification to the client when the staff user closes a ticket manually.

craigbrass · 19-11-2007, 05:22 PM

Would be a nice feature tho...

supportskins · 19-11-2007, 11:12 PM

I agree!

craigbrass · 20-11-2007, 09:29 AM

Hopefully one of the mods will move it to feature requests for consideration.

smartohana · **Would be nice, but workaround avail -** 25-11-2007, 04:19 PM

I think as SKINS alluded to, you should be able to achieve what you are looking to do with the auto close feature. Just create a new status (ie: awaiting AUTOCLOSE) and configure autoclose to close tickets with this status and send your standard email to the user. That should work.

supportskins · 25-11-2007, 06:11 PM

I am not sure if that is what he is looking for. He wants the system to immediately send out notification email as soon as the ticket status is changed to Close or something similar. The helpdesk will anyhow send a notification email if the Autoclose feature is enabled and its settings are triggered.

**bear** · 25-11-2007, 09:34 PM

Quote:

Originally Posted by kefka810

What I would like to know is how to set up Kayako so that when I change the status of a ticket to "Closed", it will automatically send an email to the Requesters of the ticket with a custom message.

Should be simple enough just to hit reply, enter a canned response and close while submitting. Automating this would save you what, one step?

Carl Silver · 06-12-2007, 03:47 PM

This would make a nice feature

**Jamie Edwards** · 17-12-2007, 01:01 AM

I have expanded this request a bit:

Tickets -> Automatic e-mails on status or priority change

perpendicular · **Please let me know too -** 07-01-2008, 02:06 PM

This was a basic feature in RT so I just presumed it would be available in SS. Bummer!

Let me know if it does become available too. I really liked this feature for our clients.

-Paul

jibo · 25-01-2008, 04:22 PM

I really like this feature!

jibo · 05-05-2008, 01:21 PM

Hi Jamie,
Is there any progress on this point? It’s now very long for consideration. It would be and extremely handy function. It’s also very user friendly for our customers.

off topic: Although we have the liveresponse license, we are planning to expand it to the complete suite. That's why i ask.

perpendicular · 05-05-2008, 01:27 PM

We are still very interested in this as well.

jibo · 13-05-2008, 02:00 PM

*jumps in the air and waves to Jamie*

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craigbrass Offline Senior Member Posts: 5,328 Join Date: Jun 2005 Location: Cumbria, UK	19-11-2007, 05:22 PM Would be a nice feature tho... Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

supportskins Offline Senior Member Posts: 3,536 Join Date: Aug 2006 Location: Mumbai, India	19-11-2007, 11:12 PM I agree! Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

craigbrass Offline Senior Member Posts: 5,328 Join Date: Jun 2005 Location: Cumbria, UK	20-11-2007, 09:29 AM Hopefully one of the mods will move it to feature requests for consideration. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

smartohana Offline Member Posts: 37 Join Date: Nov 2007	Would be nice, but workaround avail - 25-11-2007, 04:19 PM I think as SKINS alluded to, you should be able to achieve what you are looking to do with the auto close feature. Just create a new status (ie: awaiting AUTOCLOSE) and configure autoclose to close tickets with this status and send your standard email to the user. That should work.

Carl Silver Offline Member Posts: 69 Join Date: May 2007 Location: UK	06-12-2007, 03:47 PM This would make a nice feature Carl Silver ---------------------- Leapfrog Computers LTD http://www.leapfrogcomputers.co.uk Kayako Modification and Design \| Website Design and Development \| Hosting and Domain Registration

perpendicular Offline New Member Posts: 5 Join Date: Jan 2008	Please let me know too - 07-01-2008, 02:06 PM This was a basic feature in RT so I just presumed it would be available in SS. Bummer! Let me know if it does become available too. I really liked this feature for our clients. -Paul

jibo Offline Member Posts: 33 Join Date: Dec 2007 Location: Vianen - The Netherlands	25-01-2008, 04:22 PM I really like this feature!

jibo Offline Member Posts: 33 Join Date: Dec 2007 Location: Vianen - The Netherlands	05-05-2008, 01:21 PM Hi Jamie, Is there any progress on this point? It’s now very long for consideration. It would be and extremely handy function. It’s also very user friendly for our customers. off topic: Although we have the liveresponse license, we are planning to expand it to the complete suite. That's why i ask.

perpendicular Offline New Member Posts: 5 Join Date: Jan 2008	05-05-2008, 01:27 PM We are still very interested in this as well.

jibo Offline Member Posts: 33 Join Date: Dec 2007 Location: Vianen - The Netherlands	13-05-2008, 02:00 PM jumps in the air and waves to Jamie