Email replies to tickets?

[ECSI]

I have been playing with the demo system, and when I receive a response to a ticket, I cannot send an email back with my answer - the email comes from "noreply@kayako.com".

I assume that the system allows email replies to be posted to the tickets, and someone has just disabled this in the demo application on your server?

[Jamie Edwards]

Hi ECSI,

That sounds correct. If you wish to test the full functionality of the software, as in my reply to your other post, I strongly advise you create a private free trial: Help Desk Software, Customer Service Software, Customer Support Software

[ECSI]

I have set up my demo. Both of my issues work fine in my own demo. The email parser needs to be set up in order to make the emails go to the support center.

Jamie, we spoke a couple months ago when I was first considering this product. I had a different user name which I couldn't remember, so I created this one. I have to tell you that your fast responses then and now are appreciated, and probably the biggest reason that I'm about ready to pull the trigger on Kayako.

Two questions:

1. I assume that the license is tied to a domain name. I am using a domain that will PROBABLY be permanent, but if I switch to a different domain after purchase, can I have the license transferred to the new domain?

2. Can the "Support Suite" logo at the top of the page be changed to my logo? (I understand the "Powered by" link at the bottom will remain unless I purchase the non-branded version.

[Jamie Edwards]

Hi ECSI,

Good to know

To answer your questions;

1. Assuming your support package is up to date, we will be able to make the transfer.

2. Yes - the only thing which needs to remain (without the branding free license) is the 'Powered by' line.

Many thanks,

[craigbrass]

Assuming your support package is up to date, we will be able to make the transfer.

How come you require support to be up to date to make a transfer out of interest? Isn't this a customer service issue rather than a technical support one?

[Jamie Edwards]

It is both; we will only make a license transfer if the support package is active. If it is inactive, we won't be able to transfer the license.