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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| New Member Posts: 8 Join Date: Aug 2006 | 3.11 and No Client Replies -
16-08-2007, 04:53 PM
I have had no issue in the past versions of Kayako with receiving replies from the system when a client would update their ticket but with 3.11 it stop working. I have the newest and greatest PHP5, ZendOptimizer, and running it on Linux. My Imap and SMTP are working with no problems since I am able to send a ticket via email to the system and it inputs it and then sends me back an acknowledgment email stating that the system received it (the auto-responder). If a client/user updates their ticket I never receive a "reply" ticket email which I used to. I am at a loss since I have double checked all my settings and everything thing else seems to be working ok. |
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(#2)
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| Operations Manager  Posts: 5,270 Join Date: Jan 2006 Location: United Kingdom |
16-08-2007, 05:27 PM
Hi Jay, What 'reply ticket emails' are you talking about? What exactly do they contain? Do you mean the alerts sent to staff users when a ticket action is made (such as a client updates a ticket)? -------------------------------------------------------------------
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(#3)
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| New Member Posts: 8 Join Date: Aug 2006 |
16-08-2007, 06:09 PM
yes... I meant to say the alerts sent to staff users when a ticket action is made such when a client updates a ticket. This feature worked on the other versions but not this one. I also "restored" this template. |
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(#4)
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| Operations Manager Posts: 5,270 Join Date: Jan 2006 Location: United Kingdom |
16-08-2007, 06:21 PM
What version have you upgraded from? -------------------------------------------------------------------
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(#5)
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| New Member Posts: 8 Join Date: Aug 2006 |
16-08-2007, 06:22 PM
3.10 |
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(#6)
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| Operations Manager Posts: 5,270 Join Date: Jan 2006 Location: United Kingdom |
16-08-2007, 06:40 PM
Have you tried recreating the rules, what happens then? All we can do here is offer guess work. If you would like the issue tracing and resolving quickly, please submit a support ticket with your administrator details (via your member's area). -------------------------------------------------------------------
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(#7)
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| New Member Posts: 8 Join Date: Aug 2006 |
16-08-2007, 06:51 PM
Jamie.. i feel dumb. I the issue was indeed a rule I forgot I setup. This rule was only monitoring OPEN status tickets and not ALL. Recently I changed it within the settings to change the status of the ticket to IN PROGESS when the client replied. Therefore this rule would never launch. Thanks again for your help in this matter. |
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(#8)
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| Operations Manager Posts: 5,270 Join Date: Jan 2006 Location: United Kingdom |
16-08-2007, 07:10 PM
Glad you have it working  -------------------------------------------------------------------
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