Client replies going directly to tech emails

MDSup · **Client replies going directly to tech emails -** 15-03-2006, 04:59 PM

This may be a simple setup issue, but I'm having trouble resolving it. About 50% of the time, when a user replies to a tech, the users email goes directly to the responding tech's inbox, not back into ES. There seems to be no rhyme or reason to this on our side. Any direction on setup changes we can make to insure that their replies go BACK into ES would be greatly appreciated.

Lisa · 28-03-2006, 02:18 PM

I just had the same problem this morning. Did you find resolve? I'm going to put in a help desk ticket to see if there's anything that I can check to see if this is a setting. Although, I haven't changed anything.

Lisa

greengiant · 28-03-2006, 02:28 PM

Make sure that you have a mail queue setup for each department in esupport. Any department without a mail queue will default to the techs email address when responding.

Lisa · 28-03-2006, 05:37 PM

It was all about the email queues. What was confusing me was that I had set up email alerts for myself (I oversee the help desk). I wanted emails whenever a status changes or when there was a staff or client reply. Since there was no email queue in 3 of my departments it was using the default email address of the VP of the company who purchased the system. Imagine my horror when I saw this.

Email queues need to be set up for each department!

Lisa

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Lisa Offline Member Posts: 73 Join Date: Feb 2006	28-03-2006, 02:18 PM I just had the same problem this morning. Did you find resolve? I'm going to put in a help desk ticket to see if there's anything that I can check to see if this is a setting. Although, I haven't changed anything. Lisa

greengiant Offline Member Posts: 103 Join Date: Feb 2004	28-03-2006, 02:28 PM Make sure that you have a mail queue setup for each department in esupport. Any department without a mail queue will default to the techs email address when responding.