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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 68 Join Date: Sep 2006 | Closing a ticket by sending a mail to email queue-- Is it possible by mail rules ? -
22-01-2007, 11:57 AM
Need help seriously. Can I close a ticket(change a ticket status) by sending an email to my mail queue. If yes please gimme complete info of how to write a rule , should the mail be a reply to an autoresponder or a reply to a kayako outgoing mail. Please post immediately Thanks and Regards, Vineeth |
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(#2)
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| Senior Member  Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India |
22-01-2007, 01:29 PM
Have you set email alerts? Yes this is possible using Parser Rules. 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/ |
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(#3)
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| Member Posts: 68 Join Date: Sep 2006 | I dont want an alert, -
22-01-2007, 02:14 PM
not alerts I want to close a ticket via mail sent by customer to the same mail queue qithout creating new ticket. How should the rule be like. Should the mail be a reply to an ticket. |
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(#4)
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| Chief Executive Officer  Posts: 2,829 Join Date: May 2003 |
23-01-2007, 08:48 AM
Yes, The mail should be a reply to the alert or you can also apply this to replies via customer. Something like: Post Parse Rule: If Subject Contains !! CLOSE !! Actions: Change Ticket Status: Closed Regards, Varun Shoor -------------------------------------------------------------------
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| closing, queue, rules, sending, ticket |
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