Communication via system only, not emails. Question. - Kayako

partsbuffet · **Communication via system only, not emails. Question. -** 26-06-2008, 03:57 PM

After user submited a ticket, I reply via stuff panel. An email with response is sent to the user. However, the user replies to email and it is not recorded in the ticket system.

In other words, how do I communicate with users via ticket system only. Not emails.

I have seen other systems that only send notifications to users that a response was added to the ticket system and they should go there to read and/or post replies.

Thanks in advance.

craigbrass · 26-06-2008, 04:37 PM

We do this simply by editing the template to say "Please go to x url to view the ticket" in the email templates. Admin CP -> Templates -> Manage Templates -> Tickets and edit the ones starting with email_

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craigbrass Offline Senior Member Posts: 5,922 Join Date: Jun 2005 Location: Cumbria, UK	26-06-2008, 04:37 PM We do this simply by editing the template to say "Please go to x url to view the ticket" in the email templates. Admin CP -> Templates -> Manage Templates -> Tickets and edit the ones starting with email_ Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger