Support Staff Reply Tickets thru Outlook

[pisonic]

hi,

does Kayako support the feature of Support staff replying ticket thru the outlook on their pc?

lets say, if i had 100 customer service support staff, n 100 of them are accessing the system, i am afraid that it may slow down the system.

so it will be good that, once the system received the tickets, it will be diverted to their outlook, then they would reply via their outlook to Kayako, them back to customer?

can kayako do that?

[Siora]

Yes Kayako does this as long as you have mail parsing setup. When I receive a client response alert in my outlook I can reply to it and it goes to the client and is also parsed into the ticket.

[garethedmondson]

Originally Posted by Siora

Yes Kayako does this as long as you have mail parsing setup. When I receive a client response alert in my outlook I can reply to it and it goes to the client and is also parsed into the ticket.

That is good news - amazing what you learn when reading the forums. So this means that staff do not have to log in and out of the Staff area - if they are on the move they can just access their e-mail.

It also means the customers (our teachers) do not have to log in once they have created a ticket - they can check their e-mail.

Is it possible to e-mail the support desk and have it automatically create the ticket and mail the support staff to say there is a new ticket?

Cheers

Gareth

[Matthew]

Originally Posted by Siora

Yes Kayako does this as long as you have mail parsing setup. When I receive a client response alert in my outlook I can reply to it and it goes to the client and is also parsed into the ticket.

And if you use HTML emails, when your staff reply via the ticket alert, all the line breaks will be eaten away by Kayako's parser and your clients will get a lump of ugly text! Really unprofessional-looking.

Nobody has yet offered a comprehensive solution for this whole HTML parser muck-up. Just look around, starting with these two threads:

• Display HTML ticket posts properly (without breaking text-only posts)
• HTML ticket posts from Outlook butchered

[nicmar]

How do I use outlook with this feature?
Right now I don't get any emails at all, they all go to the supportsuite-page.

So if I get them, how do the system know that my reply should go to both the user and into the system?

Any hints here would be useful

[Matthew]

Originally Posted by nicmar

How do I use outlook with this feature?
Right now I don't get any emails at all, they all go to the supportsuite-page.

Each of your staff needs to configure an alert for new ticket posts and client replies.

Then in Admin CP>Settings>Tickets-->Parser Settings, set Allow Staff to Reply by Email to Yes.