Direct email tickets go to wrong department

[beHosting]

If someone sends an email directly to support, it opens a ticket. However, they are all being opened in a private category, instead of the "general" category. I can't find anywhere to set the default category for tickets to fall under if none is specified.

Thanks in advance for any help you can offer.

[Mohit Sharma]

I think you must have assigned the wrong department to the email queue. Just edit the email queue by following the steps below:

Admin CP > Manage Email Queues > Edit the desired email queue > Ticket Fields > Department.

Regards,

Mohit Sharma

[beHosting]

Maybe I'm using the email queue wrong, but I have one for each department. Otherwise, if a staff member replies to a ticket, it'll come from THEIR email address, not the support one.

[Mahesh Slaria]

Hi,

Please open a support ticket if problem persist or email me at mahesh.slaria AT kayako.com to resolve the issue.

Regards,

[pettan7514]

We have the same issue. It seems that when a user e-mails a support issue the mail gets assigned to the last department in the list. There is no way to set the default department that get assigned. Clerarly a bug/feature that needs to get fixed.

[bear]

We're doing this by using a separate email address per queue. If you do that and follow the steps Mahesh outlined above, it works perfectly. If you don't want to use separate emails for departments, you can use rules instead.
AdminCP -> Mail parser -> Insert new rule. Go down to "rule type" and choose "Post Parse" to look over what can be done with tickets after they arrive, and in the "Criteria" section for what you can set it to be triggered by.

This works well too, depending on what you expect the incoming mail to contain, etc...

[gregorS]

Hi,
We have the same problem. We have nine departments and only one mail address. We use nine Email Queues with the same e-mail address, one is POP3 eight are pipe. Then we have the rules to destribute mail to correct departments. But when the mail comes in it is automaticaly placed in the last Queue/deparment and customer gets that autoreply, so you have to watch a little bit. Then it get assigned to the right one – following the rules.

[supportskins]

Originally Posted by gregorS

Hi,
We have the same problem. We have nine departments and only one mail address. We use nine Email Queues with the same e-mail address, one is POP3 eight are pipe. Then we have the rules to destribute mail to correct departments. But when the mail comes in it is automaticaly placed in the last Queue/deparment and customer gets that autoreply, so you have to watch a little bit. Then it get assigned to the right one – following the rules.

I do not believe there is a work around for this. The software is designed to assign the email received to the last assigned queue. The only possible option is if you use different emails for each queue.