Auto Create Email from Predefined Template Outside of Kayako

[thomasr79]

Hi,

We already have some software which is used to make contact with our customers for updating them in regards to back orders etc (we're mail order company). the reply would come in to kayako but of course the initial thread is missing from the response.

These emails are predefined mostly but there are some dynamic information such as the problem product, customer name etc.This dynamic information in this predefined resposne is in our back office db, which is mssql.

We're looking for the best way to integrate so that our emails sent in effect create a ticket straight away so that it's logged within kayako and the threads are maintained.

Was wondering if this is possible:

1) Click php/html email link
2) Opens ticket interface in kayako with the predefined text that we give it. then the 'products referenced' are passed to it.

Alternatively,

1) Create a temp table in Kayako which is continuously referred to.
2) Create same report in kayako
3) Link to create predefined response.

Sorry if this sounds stupid but any advice will be much appreciated.

[supportskins]

It makes things extremely difficult to manage in this case since you use 2 seperate systems which deals with incoming request. I do not believe it is possible to use both at the same time unless you do some serious modifications to the Kayako source code.

[thomasr79]

hi,

thanks for the reply. I've caused some confusion.

"It makes things extremely difficult to manage in this case since you use 2 seperate systems which deals with incoming request"

We don't. We are using two systems which deal with outgoing requests not incoming. The third party software created inhouse simply shows for example problem orders, i..e not enough stock. We want to click a button which will create a email from kayako. Then it's logged and sent through kayako as opposed to someone's personal mailbox.

easier now?!

[supportskins]

I am not sure, you are suggesting staff replies sent from Kayako shows the from address as the staff's personal address rather than the email queue?

[thomasr79]

no, just want to open the email box within kayako by a link outside of kayako and the body be prepopulated. the from address will be the designated user who is logged on for example within kayako already