Close a Ticket With Email Notification - Kayako

lbombardier · **Close a Ticket With Email Notification -** 15-03-2007, 11:51 PM

Is there a way that staff can close a ticket and automatically have an email sent to the client notifying them that their ticket has been closed?

supportskins · 16-03-2007, 11:37 AM

You can create a Mail Parser rule for the software to close tickets via email notification.

ctmega · 19-03-2007, 08:14 PM

I was looking into this as well. I have tried a few things around getting the system to send out a message saying something like:

Your ticket is closed... blah blah. If you want to re-open it just reply... blah blah. Nothing seems to have worked so far.

This was something that was a nice feature of another helpdesk product (*cough* Cerberus *cough*) I have used in the past. And when setting up the helpdesk for my current company almost forced me to go the cerb route. I managed to convince my boss it was not such a big thing and we moved on but I would like to roll it out as a feature in the future.

Anything on the radar over at camp Kayako?

supportskins · 19-03-2007, 11:07 PM

What is the Parser Rule that you added in your helpdesk?

2source · Yesterday, 11:07 PM

Does the auto close function generate an email automatically?

Thanks

Karl

preisslers · Today, 02:06 AM

Karl,

Yes the auto close feature does generate an email notifying the client. In my helpdesk I created a status "Awaiting client reply" and after 48 hours the email explaining their ticket is about to be closed is sent to their account. This allows me to keep certain tickets 'on hold' without the auto close feature closing the on hold tickets.

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

lbombardier Offline New Member Posts: 1 Join Date: Mar 2007	Close a Ticket With Email Notification - 15-03-2007, 11:51 PM Is there a way that staff can close a ticket and automatically have an email sent to the client notifying them that their ticket has been closed?

supportskins Offline Senior Member Posts: 3,958 Join Date: Aug 2006 Location: Mumbai, India	16-03-2007, 11:37 AM You can create a Mail Parser rule for the software to close tickets via email notification. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

supportskins Offline Senior Member Posts: 3,958 Join Date: Aug 2006 Location: Mumbai, India	19-03-2007, 11:07 PM What is the Parser Rule that you added in your helpdesk? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

2source Offline New Member Posts: 9 Join Date: Mar 2007	Yesterday, 11:07 PM Does the auto close function generate an email automatically? Thanks Karl

preisslers Offline New Member Posts: 5 Join Date: Jul 2005	Today, 02:06 AM Karl, Yes the auto close feature does generate an email notifying the client. In my helpdesk I created a status "Awaiting client reply" and after 48 hours the email explaining their ticket is about to be closed is sent to their account. This allows me to keep certain tickets 'on hold' without the auto close feature closing the on hold tickets.