Some questions in regards to SS

[Jamie Edwards]

After coming into the system and making it's way through the mail parser, the department the ticket is fed into owns the ticket - the ticket (almost) 'forgets' where it came from - once the e-mail turns into a ticket, all it knows it is member to X department with Y status. So to answer your question - pulling from numerous sources will not affect the way in which tickets are sorted; only the parent department and ticket status will determine this (along with filters, labels, flags... etc).

You can of course still pull information about what address it came from in reality, but this is not so for describing how the system works.

[teddyjohan]

Sounds great, I am really thrilled about starting to use eSupport! Another thing that comes to mind that is interesting, but not vital - is it possible to automate knowledgebase replies? What I mean is, can I setup a department to send a reply with "intelligent" facts - e.g. if a customer mails a question about the phone number, eSupport reads "phone number" and sends an automated reply with the related knowledgebase article?

I haven't found this anywhere in your docs but since I obviously have missed a lot I think I should ask at least

[Jamie Edwards]

Hi Teddy,

When typing out a ticket (both clients and staff), the IRS (Instant Response System) will suggest articles for inclusion in the ticket and/or as an answer to the ticket as the ticket is being typed (in real time).

Unfortunately, it is not possible to include suggested articles in the autoresponse e-mail. However, there is an option to include the 5 most recent news articles in the autoresponse ticket receipt.

Autoresponding to tickets with a list of suggested articles did feature in a earlier version of eSupport - however, I believe there was a great deal of annoyed customers who thought it was the only answer they'd get to a typed out query.

[teddyjohan]

I see, well like said, nothing vital, just an interesting option (had it been one). Another thing that comes to mind as I am setting up my server for Kayako, which I'm doing now, is if extracting the data (such as number of tickets per department during a preset period of times) that I need can be done with a cronjob? As you referred, there are ways of extracting this data, and I was wondering if it can be automatised this way?

Thanks /Johan