Direct replies from staff members to clients.

oblivian · **Direct replies from staff members to clients. -** 18-06-2007, 07:28 PM

I want to accomplish the following:

1. A client submits a ticket and all staff members receives a notification by email.
2. A staff member replies to the email and the answer is forwarded to the client and the status of the ticket changes from Open to Responded.

Now, when a staff member replies to a notification the answer is registered with the ticket, but not automatically forwarded to the client.

Also, the entry is listed as a recipient reply and not a staff member reply.

Please advice.

Siora · 18-06-2007, 08:13 PM

1. You can do this by setting alerts from within the staff cp-->tickets-->alerts
2. You can set this from the admin cp-->settings-->tickets. An email will go out to the client if you ensure that the autresponder checkbox is selected.

oblivian · 08:44 PM

Hi,

I can't find that option in admin cp- settings- tickets. (Or is it under Flood Protection?)

Thanks!

EDIT: I'm on Version: 3.10.02

oblivian · 10:46 PM

Hmm, I am starting to find this product more and more disappointing. Why does replies from staff get registered as recipient reply and not staff reply and not forwarded to the client? I have been poking around for several hours and appearantly it is not possible, requiring the staff to use the control panel at all times.

And why am I getting wage hints from users leading nowhere, wasting valuable time. Is this guy pulling my leg?

oblivian · 18-06-2007, 11:18 PM

Appearantly the mail parser doesn't recognise the e-mail address as a staff reply. It only recognise replies made from the staff CP. Replies from alerts gets listed as recipient reply. I have set eSupport to parse emails from our mail server (IMAP). Does that limit the functions somehow?

supportskins · 19-06-2007, 09:08 AM

Seems to be a misconfiguration issue. Check your staff profile and make sure the staff email address is set to the one you are replying from.

Siora · 19-06-2007, 12:59 PM

I have it set so that when my staff replies the ticket automatically changes to "hold" but I also can't find where I set this either...LOL. Anyone know where this change was made or can be made?

supportskins · 19-06-2007, 02:28 PM

Staff CP > Filter Tickets > Department (any) > Open > Options > Post Reply Options > Default Ticket Status when Replying

HTH

Siora · 19-06-2007, 02:33 PM

Ahhhh thanks SS, I thought i was losing my mind for a second.

supportskins · 19-06-2007, 06:20 PM

Heh, glad to be of assistance

KTC · **Am having this problem -** 05-07-2007, 02:12 AM

Quote:

Originally Posted by oblivian

Now, when a staff member replies to a notification the answer is registered with the ticket, but not automatically forwarded to the client.

I am having this problem. If STAFF replies by email, the client never gets the response even though the ticket desk does post it to the ticket.

How did you fix it?

supportskins · 05-07-2007, 01:44 PM

Quote:

Originally Posted by KTC

I am having this problem. If STAFF replies by email, the client never gets the response even though the ticket desk does post it to the ticket.
How did you fix it?

If you post a staff reply from the Staff CP are they delivered to your clients?

KTC · **Yes - clients get reply but.... -** 07-07-2007, 01:43 AM

Yes - clients get reply if we respond in the desk but not so if we reply to it by email.

richm · 07-07-2007, 04:59 AM

Hmm... That's disturbing. I could swear this used to work for me, but I'm getting the same thing. Clients only see replies from staff if they (staff) reply from the CP. They get no update if staff reply to an alert in email.

Siora · 07-07-2007, 03:09 PM

This is still working for me. When I receive an alert regarding a ticket I reply to it and the user who submitted the ticket receives the reply. Currently I have it such that my system only accepts emails if they are replies to tickets (meaning you can't sent an email to my queue and have it create a ticket, the ticket has to be created via support centre or staff cp).

I wonder what is causing this glitch.

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Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	18-06-2007, 08:13 PM 1. You can do this by setting alerts from within the staff cp-->tickets-->alerts 2. You can set this from the admin cp-->settings-->tickets. An email will go out to the client if you ensure that the autresponder checkbox is selected. Siora Solutions Inc. www.sioraIT.com

oblivian Offline New Member Posts: 7 Join Date: Jun 2007	18-06-2007, 08:30 PM Hi, I can't find that option in admin cp- settings- tickets. (Or is it under Flood Protection?) Thanks! EDIT: I'm on Version: 3.10.02 Last edited by oblivian; 18-06-2007 at 08:44 PM.

oblivian Offline New Member Posts: 7 Join Date: Jun 2007	18-06-2007, 11:18 PM Appearantly the mail parser doesn't recognise the e-mail address as a staff reply. It only recognise replies made from the staff CP. Replies from alerts gets listed as recipient reply. I have set eSupport to parse emails from our mail server (IMAP). Does that limit the functions somehow?

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	19-06-2007, 09:08 AM Seems to be a misconfiguration issue. Check your staff profile and make sure the staff email address is set to the one you are replying from. 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/

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	19-06-2007, 12:59 PM I have it set so that when my staff replies the ticket automatically changes to "hold" but I also can't find where I set this either...LOL. Anyone know where this change was made or can be made? Siora Solutions Inc. www.sioraIT.com

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	19-06-2007, 02:28 PM Staff CP > Filter Tickets > Department (any) > Open > Options > Post Reply Options > Default Ticket Status when Replying HTH 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/

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	19-06-2007, 02:33 PM Ahhhh thanks SS, I thought i was losing my mind for a second. Siora Solutions Inc. www.sioraIT.com

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	19-06-2007, 06:20 PM Heh, glad to be of assistance 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/

KTC Offline New Member Posts: 9 Join Date: Nov 2005 Location: New England USA (CT)	Yes - clients get reply but.... - 07-07-2007, 01:43 AM Yes - clients get reply if we respond in the desk but not so if we reply to it by email. Kaitlyn T Considine Managing Partner SITEWORKS Hosting Network http://siteworks.com