Email ticket from one queue to another

[GoneShootin]

Hi

Coming across a confusing situation. When Person A is a member only of Dept A, what is the best way for that person to send a mail/ticket from Kayako Dept A to Kayako Dept B?

Currently there are some issues when we attempt simply emailing from queue Dept A to email address of Dept B

- When the parser runs the ticket in Dept A [the one that was sent] has a new reply of content duplicating the original content. Strangley the email address per post shows that the initial ticket post had the DeptA@company.com, but the ticket "ghost reply" has email address of DeptB@company.com [that is the recipient email address]

- Members of DeptB never see the ticket in their queue, as the parser seems to assign the inbound ticket from DeptA back to the original ticket ID of DeptA.

The above makes sense logically in the case where the parser is obvioulsy looking for the same random ticketid in the email subject and making it as a reply. This method will never work in the above DeptA / DeptB situation because Person B in Dept B will never be able to see the ticket in the in the queue of Dept A.

Conversely, if the original mail was send by Person A [assigned only to Dept A], but to the queue of Person B [from the different queue options under NEW TICKET], then Person A will never be able to see what was sent or see any future replies as they are not assigned to Dept B.

So to cut to the chase, what's the best way for tickets to be sent to disparate Kayako departments where the sender is not assigned as a member of the destination Kayako department? The situation as described makes logical sense, but try telling that to users who "just want it to work the way my Outlook did".

[BigDawgRob]

Poor users, Kayako will never have the brains of a human

The method we use is that the staff user of department A creates a new ticket on department B they use the staff cp rather than e-mail. This prevent the mail parser adding post to the original ticket. If the staff user sets their own e-mail address as the ticket user, then the correspondance can continue via e-mail.

We call the process 'parent' and 'child' tickets. There is also a custom field for each ticket where the appropriate parent/child ticket id can be recorded. This allow staff to easily find the original source conversation with the customer.

Hope this gives some ideas or apologies if it doesn't relate your scenario,

Rob

[GoneShootin]

I see the angle your taking, but I'm not sure I would have the bravado to put this to the users! "Why cant I just email it" is all I would imagine I'd hear....

*sigh*

Anyone have a possible idea for a hack that could be implemented?