AD/Email Parser

[theacolyte]

Hi, I've been using Kayako for a long time now and this seems to continue to be an issue.

When will this be fixed?

The import script (which is 3rd party) doesn't work for me, and it doesn't check for duplicates, so it's not an acceptable solution.

Is there a way to allow someone to send in an email ticket, and still use AD to log in yet?

[craigbrass]

Technically, it was planned to work this way as far as I know, so by design, it is working as intended and hence not a bug.

I think better LoginShare (including AD) is planned for V4 which will allow the email parser to do LoginShare checks to make sure the user is a valid one.

[theacolyte]

No offense, but I highly doubt anyone would every program this to work in this fashion intentionally.

Clearly I'm not the only one with the problem, and I've been using Kayako for going on 5 years now.

There are *plenty* of use cases where you would want to be able to parse emails before someone logs in with AD. For instance, when I joined this company, the first thing I did was implement Kayako. We already had an IT support email address, so I added a parser.

Fast forward to today, I want to roll out a knowledge base. Now I have to delete all my users, and somehow tell people that if they want to log into the web interface, they have to send me an email (so I can delete their user) - or do it before they ask a support question...

That seems very, very buggy to me. The fact that someone actually had to create a script 3rd party to get around it also hints to a bug. Do some searching, it's all over the place - I know this frustration is not my own.

[craigbrass]

I think it was more that LoginShare and Mail Parsing were not designed to work at the same time.

I think Kayako assumed that people would want to accept mail regardless of if they are registered or not in the connecting system. As I understand it, you want it to check the user using LoginShare to see if they exist - if they do, accept the email, if they don't, reject the email. Is this correct?

One work around would be to only allow replies to existing tickets via email and then users have to login first, submit the ticket and replies can be via email if they choose.