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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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| New Member Posts: 1 Join Date: Dec 2007 | Double-Reply from Staff -
12-12-2007, 12:05 AM
Since we upgraded to the latest version of eSupport, an odd thing is happening intermittently... When a staff member will reply to the user (we have noticed it does not matter if they are using email or the web interface), SOMETIMES a duplicate reply of the same message will be sent, and it shows that it comes FROM the "reply-to" email address for that particular forum. It is also labeled as "Specialized Support" and "Recipient." The clients have told me that they never receive the responses, so the only bad thing is that it causes the tickets to get filled up pretty quickly sometimes, and our staff gets emailed the double response. I looked through the forums but I didn't see anything similar. Any ideas? |
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