Another day... another mishap

[gedsta07]

Hi all

I am having a problem sending emails when I reply to a ticket.

If I submit a ticket, I get the email acknowledging it.

If I accept a chat session, on closing the chat and send the email this is received no problems.

However if I reply to a ticket I get no email at all

Any ideas?

TIA

[gedsta07]

Well having spoken to Kayako Online Support, they tell me that it is not possible to do this.

IE if a customer submits a ticket, he will get an email acknowledging this.

If a staff member replies to that ticket, then no email is sent to the customer to let that person know.

What puzzles me is why does it work from Kayako then?

I got 2 updates from them on my ticket last night, (via email) and tbh I don't think the person who answered them understands what I want to achieve. So it pretty much looks like giving up and accepting that we have wasted our money. Support from Kayako is pointless if they do not read or understand what I am asking them.

I would just say though that Support from Craig is exceptional.

[Jamie Edwards]

Hi there,

I am not exactly sure what your issue is here - are you saying that clients are not receiving receipts for each of their subsequent replies to a ticket?

[gedsta07]

Hi Jamie

1)If I pretend to be a client and I submit a ticket, I get an email acknowledging it etc.

2)If I log into the app and spk to people on there and then send the conversation at the end, that person receives that email.

3)If I log into the staff section and reply to a ticket, the customer does not get email notification. (so its this bit that's broken)

Kayako tell me that 3) is not part of the way that Kayako works, although when they replied to my ticket, I got 2 emails, so it must work or they have specifically sorted their end out.

What I don't understand is that 3) should be standard.

[Jamie Edwards]

Have you made sure that the "Send Email" box is ticked, as shown below?

[gedsta07]

Yep

My conversation with Kayako told me "This is not possible"

These are some of the responses I have had so far:

You will have to create Email queues for this from under Admin CP>Mail Parser>Insert Email Queue. Please make Email queues for the corresponding departments you have created. Please refer to our manual at http://docs.kayako.net for details.

Let us know if there is anything else.

Hi,
Please try switching to SMTP settings from Admin CP>Settings>CPU Optimization & Server>SMTP Settings and it should resolve your issue for outgoing emails.

Let us know if there is anything else.

Regards,

Hi,
We checked your helpdesk. It is sending outgoing emails to customers. Please see the attached screenshot.

Let us know if there is anything else.

Regards,

This had an attachment with a picture of step1 above

[Jamie Edwards]

So to clarify:

Your support desk users are not receiving an e-mail when a staff replies to a ticket created by the user?

[gedsta07]

Yes.

[richm]

They should unless you uncheck that ticket box. Mine do.

Rich

[Jamie Edwards]

Originally Posted by gedsta07

Yes.

I suggest you submit a support ticket (from your member's area - not to live chat) so that the issue can be traced. I do not know what is happening, but it is certainly not a problem in the software otherwise we would have a lot of people complaining this feature isn't working.

Things to make sure;
- You have not edited your email_staffreply template
- All templates have been reverted if you have previously upgraded

Thank you,

[gedsta07]

Jamie

Without sounding rude, I have already done that and submitted the tickets.

The quotes above were the replies I received from submitting a ticket.

Clearly Kayako does this, you know that and I do, the most annoying thing is, the person on Live help is the person who replied to my submitted ticket.

I have wasted over 24 hours for something to be looked at and the person on the other end, clearly does not even understand what I am asking.

Is there an option to get a refund? The official support is worse than any other I have experienced.

[gedsta07]

Originally Posted by richm

They should unless you uncheck that ticket box. Mine do.

Rich

Yep, I agree, however Kayako themselves say this is not a feature on this product.

[Jamie Edwards]

Originally Posted by gedsta07

Yep, I agree, however Kayako themselves say this is not a feature on this product.

This is obviously a misunderstanding on our staff's part.

Please can I have your ticket ID?

[gedsta07]

Hi Jamie

Ticket ID: PQR-766506

Thank you

[Jamie Edwards]

Hi here,

Firstly, your e-mail pipe seems to be broken as I have attempted to raise tickets be sending an e-mail to it and the e-mails are not entering the system (I have checked the parser logs for this).

Secondly, I have also tried sending a ticket reply to myself (after forging a ticket) and I did not receive the e-mail, like you have said.

Have you enabled mbstring in PHP? I have looked for it in your PHP info but have been unable to find it. If you do not have it enabled, please enable it, restart IIS and then see if that helps things.