Email Subject Problems

[erobledo]

We just installed v. 3.04.10 and everything seems to working fine. We are still in the test phase, and just recently when we send a ticket to the system instead of getting [Ticket #OLZ-463831] in subject, we get [Ticket !OLZ-463831]. There is exclamation point next to the ticket number, instead of a pound. Does any know why is this happening.

The system is setup on Windows 2003 STD SP1 and uses IIS. We tried to modify the autoresponse template but something went wrong and we restored the original. After we started getting this on the subject of each email.

[supportskins]

The exclamation mark in the Ticket Subject appears in the emails your clients receive or you receive as a Staff Alert?

[erobledo]

In both. In what they receive and staff alert. Also, if there was a ticket that was open before this started happenning and either the staff replied to it or the client. The pound symbol changes to the exclamation mark. So any new replys have the exclamation mark

[Hermelin]

I was under the impression that there was # for Post Reply, ! for staff alert, and ~ for forward and that this was how Kayako would recognise answers to be from Client, Staff or third party.

Anne

[supportskins]

Originally Posted by Hermelin

I was under the impression that there was # for Post Reply, ! for staff alert, and ~ for forward and that this was how Kayako would recognise answers to be from Client, Staff or third party.

Anne

Precisely. That is how it works

[erobledo]

Ok. That makes sense. I just checked it again and sent an email to the system and I’m getting the # for the client replied, and ! for the staff alert. It's Weird, when I first setup kayako I was getting a # for everything, client replies, and staff alerts. Now everything seems ok. Thanks for your help.

Eliud

[supportskins]

Glad to know it is resolved