[ask] reply - send email - Kayako

wenhai · **[ask] reply - send email -** 31-05-2008, 12:16 PM

when my customer send email , that email will become a ticket.. and when that ticket replied by staff.. my customer not get that reply..

how can i set.. so everytime my staff reply. that reply will be sent to email too..

thank you

craigbrass · 31-05-2008, 12:19 PM

It should be doing this by default. Has the customer checked his spam box?

wenhai · 31-05-2008, 12:30 PM

are you sure ? nope.. i try on my email..

Case : i email from a@a.com

if staff just reply... nothing happened.. but if staff reply and add cc to a@a.com.. it will appear at the inbox. and that goes same if staff forward that to a@a.com.

weird.

craigbrass · 31-05-2008, 01:11 PM

Contact support (http://members.kayako.net -> "Get Support") and they should be able to track down the issue.

wenhai · 31-05-2008, 01:28 PM

wew

or any particular setting ??

craigbrass · 31-05-2008, 01:57 PM

I can't think of any off the top of my head without looking at your setup which is why I suggested you contact support.

wenhai · 31-05-2008, 02:52 PM

ic... so what you say is.. by default.. every email that become ticket.. and when replied by staff .. that reply will send to some person email rite ?

@@ confused..

craigbrass · 31-05-2008, 07:36 PM

When a ticket is replied to by staff, customers should get a notification of reply sent to them, yes.

wenhai · 03-06-2008, 01:34 PM

by using alert ?

craigbrass · 03-06-2008, 08:33 PM

No. It should send an email to the customer anyway listing the response when a staff member replies. Alerts are only to alert staff to customer submitted tickets or replies.

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wenhai Offline New Member Posts: 10 Join Date: May 2008	[ask] reply - send email - 31-05-2008, 12:16 PM when my customer send email , that email will become a ticket.. and when that ticket replied by staff.. my customer not get that reply.. how can i set.. so everytime my staff reply. that reply will be sent to email too.. thank you

craigbrass Offline Senior Member Posts: 5,920 Join Date: Jun 2005 Location: Cumbria, UK	31-05-2008, 12:19 PM It should be doing this by default. Has the customer checked his spam box? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

wenhai Offline New Member Posts: 10 Join Date: May 2008	31-05-2008, 12:30 PM are you sure ? nope.. i try on my email.. Case : i email from a@a.com if staff just reply... nothing happened.. but if staff reply and add cc to a@a.com.. it will appear at the inbox. and that goes same if staff forward that to a@a.com. weird.

craigbrass Offline Senior Member Posts: 5,920 Join Date: Jun 2005 Location: Cumbria, UK	31-05-2008, 01:11 PM Contact support (http://members.kayako.net -> "Get Support") and they should be able to track down the issue. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

wenhai Offline New Member Posts: 10 Join Date: May 2008	31-05-2008, 01:28 PM wew or any particular setting ??

craigbrass Offline Senior Member Posts: 5,920 Join Date: Jun 2005 Location: Cumbria, UK	31-05-2008, 01:57 PM I can't think of any off the top of my head without looking at your setup which is why I suggested you contact support. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

wenhai Offline New Member Posts: 10 Join Date: May 2008	31-05-2008, 02:52 PM ic... so what you say is.. by default.. every email that become ticket.. and when replied by staff .. that reply will send to some person email rite ? @@ confused..

craigbrass Offline Senior Member Posts: 5,920 Join Date: Jun 2005 Location: Cumbria, UK	31-05-2008, 07:36 PM When a ticket is replied to by staff, customers should get a notification of reply sent to them, yes. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

wenhai Offline New Member Posts: 10 Join Date: May 2008	03-06-2008, 01:34 PM by using alert ?

craigbrass Offline Senior Member Posts: 5,920 Join Date: Jun 2005 Location: Cumbria, UK	03-06-2008, 08:33 PM No. It should send an email to the customer anyway listing the response when a staff member replies. Alerts are only to alert staff to customer submitted tickets or replies. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger