Auto-Responder Broken - Wrong From Name/Email

[Elite]

Hi Guys,

I just wanted to see if anyone else is having the serious problem where the new ticket auto-responder does NOT show the correct ‘from name’.

The auto-responder is supposed to show the ‘from name’ and ‘from email’ that I have setup in the Mail Parser (under the “Queue Overrides” section). I know this is partly working because staff replies use the proper information.

I have had a ‘critical’ support ticket open with Kayako since March 4, however this still has not be fixed! (They suggested that upgrading to the latest stable build would fix that…currently running 3.10.02….but that did not work!)

This does not look good to our customers and I don’t understand how Kayako cannot fix a blatant problem with their email headers. I have provided ample information, given them access to my server, and been as patient as possible.

Is this effecting anyone else, or am I just ‘lucky’?

On top of that, the signature in the auto-responder is all messed up. It puts my multi-line signature on one long line. Again, this works for staff replies, but not the auto-responder.

Oh…and just for added frustration, creating new tickets from the Staff CP results in the exact same problems.

Kayako…we rely on your to help us have a professional support desk, but these problems are amateurish!!

Does anyone have any ideas, since clearly waiting for Kayako support isn’t a really good approach…. (nearly 4 weeks and counting!)

Thanks in advance.

[Jamie Edwards]

Elite, thank you for your report - when the offices reopen on Monday, I will chase this up for you.

[Elite]

Thanks Jamie!

I'd really appreciate that a lot!

In case it helps, the ticket # is: QVQ-925323

Have a good weekend!

[netFusion]

I have had a Critical ticket open with Support since March 10th on this issue. Mahesh Slaria confirmed the bug said it will be fixed. But it has not yet been fixed.

[Jamie Edwards]

Hi there,

Mahesh is working on this bug today and will update here when it has been committed to the CVS.

[Elite]

Jamie,

I still haven’t heard anything about this issue, nor has my ticket been updated.

I totally understand that your software is riddled with bugs and you are all working hard to fix them. But, for an “EMAIL SUPPORT SYSTEM” to fail at something as important as the ‘from name’ and ‘from email’ address is pretty ridiculous.

I mean, this probably should have been the first thing you guys checked and when you confirmed it was an issue, I’d imagine you would have fixed it right away.

If this was a problem only I was having, then I could understand it being a lower priority, but I know for a fact many other people are having this exact same issue.

If it’s not a priority for you to fix this crucial and vital part of your email system, then what in the world is your top priority?

I was reading another thread and it sounds like there might be a solution for this, yet I have heard nothing via my support tickets. Is there really a patch?

I apologize for sounding frustrated, but far too much time has passed for this issue still to be ‘open’.

[Jamie Edwards]

Hi Elite,

Please provide me with your ticket number and I will have the patch for this sent to you.

[Elite]

Hi Jamie,

My ticket number was already posted in this thread since I thought that would be helpful.

Anyway, here it is again: QVQ-925323

If you need anything else, please let me know.

Thanks!

[Jamie Edwards]

Hi Elite,

I am sorry - I completely skipped over it I will ask the support staff to update your ticket.

[netFusion]

Originally Posted by Jamie Edwards

Hi Elite,

I am sorry - I completely skipped over it I will ask the support staff to update your ticket.

My ticket for the same issue is HAS-783053.

[Elite]

My ticket has still not been updated!

I don’t understand how you can be neglecting something as crucial as the ‘from name’!

I have updated the ticket I’ve had open for over a month (QVQ-925323) and also created a new ticket requesting that someone from your support department update my support desk to the latest build so this problem can be resolved.

We would try to do the update ourselves, but we get an error every time. And, despite the fact we’ve been reporting this error to you for several months, it still persists. So, now we are left here waiting eagerly for you to fix this.

(Please note that I am trying to be as patient as possible and I do apologize for the frustrated tone of my post. But, as I’m sure you can imagine, our support desk is mission critical and these bugs are killing us…and I would imagine a lot of your other customers, too!)

[Mahesh Slaria]

Hi Elite,

You ticket has been updated and I make sure we will fix this issue today.

Regards,

[Elite]

Hi Mahesh,

Thank you very much for updating my ticket.

I have gone ahead and posted a reply.

Unfortunately, instead of the issue being fixed, the auto-responders now do not work at all!

I hope this is the ‘one step backwards’ before we take a ‘giant leap forwards’ and get all these bugs fixed up.

My ticket grants you full access to my server, so you should be able to fix this.

I was under the impressions that the latest CVS build resolves this problem, but it doesn't look like you upgraded my installation at all?

Please try to look into this ASAP since now things are more broken than they’ve ever been.

Thanks in advance!!!

[EverythingWeb]

We are having the exact same issue and had a functions_ticketmain.php file sent through from Mahesh, however, as with Elite (above) it stopped our AutoResponders from working.

Ticket has been open: #KGR-174663

And Live Support keep saying, leave it with us a developer will reply.

[Jamie Edwards]

Hi Elite and EverythingWeb,

I am sorry for the problems you're having - I have contacted the developers about it. The issue should be resolved by Monday at the latest.

In the mean time you may wish to re-replace the patch files sent to you with the default package one - the From Name may not be accurate but indeed they will be working.