Email notifications

[okaszubski]

I would normally search extensively thru a forum but unfortunately time is a precious comadity around my organization, so I appologize if the answers are here.

We have a small software development company and our current clients are accustomed to sending us tons of emails 24/7. The problem with that is that of course it is unmanagable and painful to keep everybody in the loop especially when a client instead of pressing reply to all sends a reply to one person and the pararell threads become to emerge.

Here are my questions about your system.

1. If a clients sends a new ticket can Kayako email the notifcication to one person or three of us (we can just create an email forwarding account, so if only to one email that's not a problem). We are very mobile here.

2. A lot of our clients are using blackberry so they respond to us on that. If I have a quick question about the ticket and I send a reply, the client gets an email from my account, so when he/she replies to the message ends up outside of Kayako system and my nightmare continues. Is there a way to setup the Kayako so client replies to the email and his reply is being recorded in the ticket thread.

3. If I hire a few of project managers, can I manage their comunication with the clients.

Thanks. Answers to these questions will greatly help me to evaluate the system.

[craigbrass]

1. An email to confirm a ticket has been submitted and when a reply has been made will be sent to the client.

2. You can setup email piping or email polling (POP / IMAP) to pull emails from say helpdesk@yourdomain.com and this would automatically add blackberry replies into the system.

3. Yes.