Alerts

mribiz · **Alerts -** 12-10-2007, 02:11 AM

I created some ticket alerts but they dont' seem to be working. I have a hosted support suite.

I have an alert created to send out e-mails for any new ticket or client reply. So far nothing has come through. Something else I need to configre?

supportskins · 12-10-2007, 09:33 AM

Could be a configuration issue, contact Kayako Support from your Members Area and they should assist you in the setup.

mribiz · 12-10-2007, 06:51 PM

Thanks!

supportskins · 13-10-2007, 05:51 AM

No problem, hope they have it soughted out for you soon!

Transport · 07-02-2008, 03:45 PM

mribiz, did you resolve this in the end? What was the issue as it sounds exactly like the problem l'm having?

Thanks,
Luke

**Jamie Edwards** · 07-02-2008, 04:21 PM

Quote:

Originally Posted by mribiz

I created some ticket alerts but they dont' seem to be working. I have a hosted support suite.

I have an alert created to send out e-mails for any new ticket or client reply. So far nothing has come through. Something else I need to configre?

Hi there,

Please submit a ticket detailing the problem and post the ticket ID here. I've made our support techs for this shift aware that they should be expecting it.

Transport · 18-02-2008, 11:30 AM

Thanks Jamie. They are still trying to resolve the issue.

craigbrass · 18-02-2008, 11:49 AM

If you post the ticket ID, Jamie will be able to ensure it gets passed to the correct person for quicker resolution.

Transport · 18-02-2008, 11:58 AM

Here we go: [SUPPORT #KUS-370796]: Ticket Alert Issue

**Jamie Edwards** · 18-02-2008, 12:44 PM

Quote:

Originally Posted by craigbrass

If you post the ticket ID, Jamie will be able to ensure it gets passed to the correct person for quicker resolution.

Tickets are already passed to the correct people, and this one is already being handled by our support technicians.

**Jamie Edwards** · 18-02-2008, 12:45 PM

Quote:

Originally Posted by Transport

Here we go: [SUPPORT #KUS-370796]: Ticket Alert Issue

Thank you, I have taken note

Transport · 27-02-2008, 01:50 PM

Hi Jamie, thanks for pushing the ticket up for me but we are now at the end of the month and still the issue persists.
Is it possible to speak to someone regarding this so l can put it to bed as we have a system that isn't working and thus stopping us from launching the support to our customers?

Thanks once again.
Luke

Transport · 27-02-2008, 05:45 PM

I have now manage to work out the issue after our IT guy investigated the emails being delivered to our server from Kayako.
The whole issue of the email alerts that are generated by Kayako not being received (2 or more alerts sent at any one time) is because Kayako sends individual emails all with the SAME MESSAGE IDs. Our email server as most servers do, checks for duplicate emails based on the message id and combines them together to send to just one recepitent.
We have disabled this safety feature on our email server temporarily until there is a fix available for Kayako.

I just thought l would state it here so that if anyone else is not receiving all their email alerts then they have somewhere to start from!

Luke

supportskins · 27-02-2008, 06:58 PM

I do not think Kayako will change this method although you can suggest it to the developers. Thanks for sharing the fix though

Transport · 28-02-2008, 09:48 AM

According to our IT company, it is a very bizarre way to formulate the emails with them using the same ID number.
Anyway, how can l forward this request to the developers?

Many thanks,
Luke

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mribiz Offline New Member Posts: 17 Join Date: Aug 2007	Alerts - 12-10-2007, 02:11 AM I created some ticket alerts but they dont' seem to be working. I have a hosted support suite. I have an alert created to send out e-mails for any new ticket or client reply. So far nothing has come through. Something else I need to configre?

supportskins Offline Senior Member Posts: 3,858 Join Date: Aug 2006 Location: Mumbai, India	12-10-2007, 09:33 AM Could be a configuration issue, contact Kayako Support from your Members Area and they should assist you in the setup. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

mribiz Offline New Member Posts: 17 Join Date: Aug 2007	12-10-2007, 06:51 PM Thanks!

supportskins Offline Senior Member Posts: 3,858 Join Date: Aug 2006 Location: Mumbai, India	13-10-2007, 05:51 AM No problem, hope they have it soughted out for you soon! Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

Transport Offline New Member Posts: 18 Join Date: Feb 2008 Location: London	07-02-2008, 03:45 PM mribiz, did you resolve this in the end? What was the issue as it sounds exactly like the problem l'm having? Thanks, Luke

Transport Offline New Member Posts: 18 Join Date: Feb 2008 Location: London	18-02-2008, 11:30 AM Thanks Jamie. They are still trying to resolve the issue.

craigbrass Offline Senior Member Posts: 5,762 Join Date: Jun 2005 Location: Cumbria, UK	18-02-2008, 11:49 AM If you post the ticket ID, Jamie will be able to ensure it gets passed to the correct person for quicker resolution. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

supportskins Offline Senior Member Posts: 3,858 Join Date: Aug 2006 Location: Mumbai, India	27-02-2008, 06:58 PM I do not think Kayako will change this method although you can suggest it to the developers. Thanks for sharing the fix though Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/