confirmations

[dunerider]

I allow both registered and unregistered clients send in support tickets.

Unregistered clients simply send an email to support(at)mydomain and in it pops to the support desk, the problem I have is the confirmation email does not contain the temp pasword so allow them to login to the support desk to retreive replies. They have to rely on email replies. This is no goodwhen we are trying to solve email problems using the support desk.

We set the confirmations not to send passwords in confirmations as registered clients complained that we were sendingconfirmations in open emails to them containing their registered passwords.

Is there a way we can separate the two types of ticket input, so that people who login in do not get sent their password in the email confirmation, whilst people to bypass logging in do get the temp password?

Or is the solution to stop people from submitting tickets via email and force them to log into the support desk - this seems abit inflexible to us, as we feel it will upset some people (they already complain that we do not offer telephone support so this could be a step to far - we are a webhosting company)

TIA

[dunerider]

Ok having re read the documention several times it seems you can only opt to send password on all autoresponders. I would prefer to send passwords only to temp tickets and not registered users

Thus i wonder how others deal with this.

I am assuming here that all tickets are sent to us by email rather than loggin into kayako

I need to elimate users from sending me a support enquiry and consequently not being able to login to the support desk to check replies because they don't have the password.

If a client sends a support ticket to support@mydomain using an email that is already a registered user would they be allocated a temp password or would they be able to see the response by using the exsisting password if that email was registered.

if a client only ever sends tickets by email would every ticket get a temp password?