eSupport 3 sends e-mails containing sensitive information

[87H6JW]

I'm not sure if I'm in the right forum. If not, please move this post to the appropriate forum. My web-host uses Kayako eSupport v3.00.13. I'm noticing that when I post a support request and my host responds to it, an e-mail is automatically dispatched to me containing my host's reply and my original question. This concerns me because e-mail is not secure and such support tickets often involves sensitive information. My host says that he doesn't think there's anything he can do about this. If that's true, why doesn't your software have an option to act more like bulletin boards do regarding automatic e-mails? In other words, BBSs like phpBB, Simple Machines, vBulletin, and so on, typically dispatch an e-mail with a link to a reply. But the body of the reply is usually not contained in the e-mail message, unless that BBS software provides that option and the BBS admin has turned it on. So, again, why the non-optional automatic e-mails containing sensitive information?

[ilion]

The host could change the reply being sent out so it doesn't contain all the information.

I don't think there's a simple toggle anywhere in eSupport for this, but they can certainly go and edit what will be sent by editing the email templates.

[waytorussia]

It's not true. There's an option somewhere in Kayako where you can switch off users' requests being attached to replies. I think it's in Admin CP -> Settings -> Tickets

[WESH-UK]

Originally Posted by waytorussia

It's not true. There's an option somewhere in Kayako where you can switch off users' requests being attached to replies. I think it's in Admin CP -> Settings -> Tickets

This is not the case.
there is not setting in the admin section to switch off users requests being attached to replies.

You CAN control what is sent out by editing the email templates but you have to know what your doing.

[Adam12]

Um Old post?

From,
Adam