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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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| New Member Posts: 5 Join Date: Jul 2007 | Customers Receiving Duplicate E-Mails -
23-07-2007, 09:53 PM
I work for a company called 1Choice4YourStore and we use the SupportSuite for our ticket system. Lately, I have been getting complaints from a few of our clients stating that they are getting duplicate e-mails everytime we send them one. I tried finding the problem and talking with one of our customers, but I could not figure it out. I don't know if this is an internal problem we have, or if it is something our clients need to work out. If anyone has any thoughts on this, it would be greatly appreciated. Thank You 1 Choice 4 Your Store 1choice4yourstore.com |
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(#2)
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| Member  Posts: 122 Join Date: May 2006 |
24-07-2007, 01:22 AM
I have this problem internally to myself - as in on my side of the system but I am sure its related to how I have alerts setup.. I would put in a support ticket about this.... I have not had them duplicate to end users as of yet... should like an issue with supportsuite - unless those customers have Outlook and are using rules that are not setup corectally - outlook will duplicate emails into mutiple folders if the rule is not setup corectaly.. |
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(#3)
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| Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK |
24-07-2007, 10:08 AM
Best thing is to submit a support ticket at http://support.kayako.com and they can investigate your installation to find the problem. Icon Headquarters - Its Elixir - Web2Messenger |
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(#4)
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| Operations Manager  Posts: 5,445 Join Date: Jan 2006 Location: United Kingdom |
24-07-2007, 12:19 PM
Hi Brad, Our support team should be able to trace the problem for you. Please submit a support ticket. In the meantime, what version are you running? -------------------------------------------------------------------
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(#5)
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| New Member Posts: 5 Join Date: Jul 2007 |
24-07-2007, 03:09 PM
I am using version 3.10.02 I will send a ticket then, thank you 1 Choice 4 Your Store 1choice4yourstore.com |
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(#6)
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| Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK |
24-07-2007, 03:16 PM
Your welcome. If you don't get a response within a few days, post your ticket ID here and one of the staff will get it chased up. Icon Headquarters - Its Elixir - Web2Messenger |
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(#7)
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| Operations Manager Posts: 5,445 Join Date: Jan 2006 Location: United Kingdom |
24-07-2007, 04:46 PM
There is no reason why the ticket won't be responded to within (roughly) 6 hours of sending in it. -------------------------------------------------------------------
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(#8)
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| Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK |
24-07-2007, 05:28 PM
Oh? I have noticed a few people saying they haven't received a responce after a few days. Granted only a few but thats why I put that there. Maybe the ones I remember just got pushed to development queues or something. Icon Headquarters - Its Elixir - Web2Messenger |
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(#9)
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| Operations Manager Posts: 5,445 Join Date: Jan 2006 Location: United Kingdom |
24-07-2007, 06:00 PM
No, no one has not received a response to their ticket submission. People may be prompting for updates for development related things but other than that, you're wrong about the none-response (particular in Support, Sales and Services) where SLA plans are enforced. -------------------------------------------------------------------
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(#10)
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| Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK |
24-07-2007, 08:36 PM
Ah, ok. Thats good. Icon Headquarters - Its Elixir - Web2Messenger |
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(#11)
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| New Member Posts: 5 Join Date: Jul 2007 |
01-08-2007, 08:11 PM
This issue has yet to be fixed. I have e-mails from service telling me to change the SMTP Settings. I asked the owner of our company for the server settings, user name, and password and was made aware that we need to get that information from you. Please let me know what exactly I need to do. 1 Choice 4 Your Store 1choice4yourstore.com |
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(#12)
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| Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK |
01-08-2007, 08:37 PM
Did you submit a ticket to support? If so, whats the ticket ID? Icon Headquarters - Its Elixir - Web2Messenger |
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(#13)
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| New Member Posts: 5 Join Date: Jul 2007 |
01-08-2007, 09:13 PM
Yes I did. Here is the information: Ticket ID: BFV-660629 Subject: Customers Receiving Duplicate E-Mails Priority: High 1 Choice 4 Your Store 1choice4yourstore.com |
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(#14)
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| Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK |
02-08-2007, 09:10 AM
Ok, I am sure Jamie will be able to get it chased up when he gets online. Icon Headquarters - Its Elixir - Web2Messenger |
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(#15)
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| New Member Posts: 5 Join Date: Jul 2007 |
07-08-2007, 06:30 PM
I still havent heard anything, and the problem is not fixed. I do not know what needs to be done from here. Could somebody please fill me in, thank you 1 Choice 4 Your Store 1choice4yourstore.com |
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| customers, duplicate, receiving |
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