Direct replies from staff members to clients. - Page 2 - Kayako

richm · 06:45 PM

oblivian/Kaitlyn/Mehul,

Can you check your alerts to see if they are public or private?

I've been testing and I think that's where this is broken. I had a public alert for everyone for a while, and deleted it a short while ago in favor of everyone using their own customized (private) alerts, so they could manage them themselves

I just made my alert public again and it looks like replies/update to the ticket alerts (when staff reply via email) are going out once again.

Rich

P.S. Opened a ticket w/support: LDJ-711222

Siora · 07-07-2007, 07:24 PM

My alert is private and always has been.

richm · 09-07-2007, 11:57 PM

So I'm testing this further and what I have found is, If I have a public alert rule set, the client will see all replies by staff to the ticket, in their inbox (email) (be it a reply from the portal or email by staff in response to a ticket alert), If I only have a Private rule setup, the client sees updates (posts) staff make in the staff portal (they get an email about the update/post), but do not get email notification if staff reply to an alert via email. (The post staff have made exists in the ticket, but the client is never sent an email notifying/showing them the update.

Rich

rohmelec · 02-08-2007, 11:18 PM

Did any of you guys ever figure out this problem. I can't get mine to work still and Kayako support is much help?

richm · 03-08-2007, 01:46 AM

Having a brain fart atm re: this (will have to look through my notes) I think it had to do with the "case" of my email address (though I may be confusing my issues after a week of 12 hour days

) Have a look at the "case" of your email address in one of your replies in the mail parser vs what's in your staff account.

rohmelec · 03-08-2007, 06:05 PM

I tried changing the case on my account and it didn't work. Plus I though this whole case thing was a bug that they fixed in version 2. It was working for me before I updated to version 3.11 from 3.10.02 and now I can't get it to work?

iplex · **It's a case problem -** 06-08-2007, 04:25 AM

I was having the same problem. Checked the case of the email address and made it match. Now it works. Thanks for the hints people this was bugging me for ages.

Exchange sends my emails as : First.Last@email.com
Changed staff profile from: first.last@email.com

rohmelec · 06-08-2007, 07:16 PM

I tried this already doing the case thing with no luck. I also tried using like a Yahoo account and it didn't work either.

rohmelec · 06-08-2007, 10:48 PM

Check the Message-ID for Staff Replies
SupportSuite can check the Message-ID header to further confirm the identity of a staff user replying to a ticket alert. This adds an extra layer of security and makes sure the replier is a valid staff user. However, it requires that the end mailing client sends the In-Reply-To header, which is not supported by all e-mail clients (in particular, wireless e-mail clients).

Does this actually work cause It don't work for me!!

Erik · 12-11-2007, 10:01 PM

Quote:

Originally Posted by rohmelec

Check the Message-ID for Staff Replies
SupportSuite can check the Message-ID header to further confirm the identity of a staff user replying to a ticket alert. This adds an extra layer of security and makes sure the replier is a valid staff user. However, it requires that the end mailing client sends the In-Reply-To header, which is not supported by all e-mail clients (in particular, wireless e-mail clients).

Does this actually work cause It don't work for me!!

Nope... didn't work for me...

Has anyone found a resolve for this problem?

Erik · 12-11-2007, 10:16 PM

Quote:

Originally Posted by Erik

Quote:

Originally Posted by rohmelec

Check the Message-ID for Staff Replies
SupportSuite can check the Message-ID header to further confirm the identity of a staff user replying to a ticket alert. This adds an extra layer of security and makes sure the replier is a valid staff user. However, it requires that the end mailing client sends the In-Reply-To header, which is not supported by all e-mail clients (in particular, wireless e-mail clients).

Does this actually work cause It don't work for me!!

Nope... didn't work for me...

Has anyone found a resolve for this problem?

Spoke too soon... it was indeed the case-sensativity. I have the latest version and this still hasn't been solved??

My email address from MS Exchange is EHerrera@domain.com, and the domain in the admin panel is eherrera@domain.com. I guess it's still case sensative (i thought this was resolved in v2?)

The latest build of eSupport (as of today), didn't parse my email address as an "admin" but as a "recipient".... then i changed the case of my email address to "EHerrera" and viola... it worked... but why is this still an issue.

Ryan Lederman · 12-11-2007, 10:34 PM

I believe this may be a bug, and if it is, it will be fixed in the next release.

ganesh.rao · 13-11-2007, 01:29 PM

Hello Ryan,

So we submit a bug report?

Best Regards,
Ganesh Rao

Mahesh Slaria · 14-11-2007, 05:50 AM

This bug is fixed and modified file "modules\parser\functions_parsercore.php" is pushed to CVS build.
You can download CVS build from your kayako members area "http://members.kayako.net" or email me to get patch file.

Regards,

ganesh.rao · 09:09 AM

Hello Mahesh,

Well, I'll email you for this. Its too pissing off to keep downloading newer CVS builds to fix every issue.

But, I doubt I need this patched at the moment cause all our staff are making replies via the help desk.

I don't know. Having second thoughts now...

Best Regards,
Ganesh Rao

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Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	07-07-2007, 07:24 PM My alert is private and always has been. Siora Solutions Inc. www.sioraIT.com

rohmelec Offline New Member Posts: 27 Join Date: Aug 2006 Location: San Diego California	02-08-2007, 11:18 PM Did any of you guys ever figure out this problem. I can't get mine to work still and Kayako support is much help?

rohmelec Offline New Member Posts: 27 Join Date: Aug 2006 Location: San Diego California	03-08-2007, 06:05 PM I tried changing the case on my account and it didn't work. Plus I though this whole case thing was a bug that they fixed in version 2. It was working for me before I updated to version 3.11 from 3.10.02 and now I can't get it to work?

iplex Offline New Member Posts: 2 Join Date: Jul 2007	It's a case problem - 06-08-2007, 04:25 AM I was having the same problem. Checked the case of the email address and made it match. Now it works. Thanks for the hints people this was bugging me for ages. Exchange sends my emails as : First.Last@email.com Changed staff profile from: first.last@email.com

rohmelec Offline New Member Posts: 27 Join Date: Aug 2006 Location: San Diego California	06-08-2007, 07:16 PM I tried this already doing the case thing with no luck. I also tried using like a Yahoo account and it didn't work either.

ganesh.rao Offline Member Posts: 32 Join Date: Sep 2007	13-11-2007, 01:29 PM Hello Ryan, So we submit a bug report? Best Regards, Ganesh Rao █ Infinite Technologies - Specializing in VPS and Dedicated Servers █ Toll Free: +1 (888) WEB-5333 - Contact Us █ █ Shared Web Hosting - Reseller Hosting - Virtual Servers (VPS) - Dedicated Servers - Colocation

Mahesh Slaria Offline Member Posts: 182 Join Date: Jul 2006	14-11-2007, 05:50 AM This bug is fixed and modified file "modules\parser\functions_parsercore.php" is pushed to CVS build. You can download CVS build from your kayako members area "http://members.kayako.net" or email me to get patch file. Regards,