Assign Message Body

[webbcite]

I am somewhat new to Kayako, so please forgive me if this is a remedial question.

We have our helpdesk group that uses kayako to manage incoming email issues and phone support. We will sometimes assign tickets to our IT department to resolve. They do not use Kayako and we don't really want them to for a number of internal reasons. What I am looking for is the assign email that IT receives to show the full ticket details so they can just reply to the assign and answer the question...saving them from having to login.

Is there a setting for this or some way to make that work?

Thanks in advance.

[supportskins]

Have you tried using the "Forward" feature of the helpdesk? It allows you to forward the details to a third party.

[webbcite]

Thanks for the response

I did try the forward which gives me what I am looking for. The issue is then when IT replies to that forward it adds to the ticket but does not reply back to the user with the 3rd party response.

[webbcite]

Sorry I hit enter to quickly:

If there was a way to have IT's reply to the foward added to the ticket AND sent as a response to the user I would be all set.

[supportskins]

You need to change "Show Third Party Replies to User" under - Admin CP > Settings > Tickets > General Ticket Settings from "No" to "Yes". That should do it.

[webbcite]

I tried that as well. That allows them to see the replies in the user panel when logging in, but it doesn't send an email response back to the user.

[supportskins]

Interesting, in that case it might be a missing feature. You can contact Kayako Support for confirmation.

[Jamie Edwards]

Hi there,

What version of SupportSuite are you using?

Also, have you ensured that the "Send Email" box is checked at the bottom of the forward reply area?

[supportskins]

Jamie,
I believe you misread his reply. He meant third party replies to an existing ticket are not relayed back to the clients. The forward feature works just fine

[webbcite]

Forwards are working, they just don't post back to the user when added to the ticket.

I put in a ticket with Kayako support, so hopefully they will have some suggesetions. One other thought I had was to just change the ticket_assign template to include the ticket body. Does anyone know what the variable is for the body of the ticket? I'll just add it to the template and that should solve my issue.