Forwarding threads to external email accounts (hosted option)

jk2001

Hiya,

I am still in the middle of configuring the HOSTED version of eSupport - and I do not have any of my staff set up in the system yet.

That means that I am the lucky person to deal with all enquiries that come in for the time being

Is there any way to forward a ticket to an external email address so that I can get my colleagues to deal with some of the enquiries while I spend my time configuring the application? I have tried the "forward" option on each ticket but it does not seem to forward the original customer enquiry?

Cheers
-jayo

RBasil · 07-11-2008, 06:56 PM

Well over 2 years later since the original question and I would like a response on this as well. Forwarding a ticket to an outside email address who is not in the system does not include the original email. How do we do this?

Casey Rousseau · 08:01 PM

2008-11-07_1502 Quote All.

GoneShootin · 08-11-2008, 11:41 AM

Quote:

Originally Posted by RBasil

Well over 2 years later since the original question and I would like a response on this as well. Forwarding a ticket to an outside email address who is not in the system does not include the original email. How do we do this?

You can use the "Quote all posts" method, or simply copy and paste the entire thing into the message pane of the ticket you are forwarding.

With this in mind another question comes to my head.

From the Client Interface, can tickets be shared among users? THe online client interface for Kayako is very nicely put together, so I'm wondering could this be leveraged as an alternative to forwarding the ticket as a ticket? The recipient would get the link to the ticket on the client interface instead of the ticket in their mail client.

Casey Rousseau · 10-11-2008, 02:49 PM

To see someone else's tickets in the client web interface, one needs to either be a manager of the User Group that both users belong to or one must have the user's login information.

Note that there is also a direct login link mod that might allow you to bypass the user login. Look in the Mods forums.

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RBasil Offline New Member Posts: 7 Join Date: Nov 2006	07-11-2008, 06:56 PM Well over 2 years later since the original question and I would like a response on this as well. Forwarding a ticket to an outside email address who is not in the system does not include the original email. How do we do this?

Casey Rousseau Offline Member Posts: 175 Join Date: Aug 2008 Location: Connecticut, USA	07-11-2008, 07:56 PM 2008-11-07_1502 Quote All. Casey Rousseau Prophesy Transportation Solutions, Inc. Last edited by Casey Rousseau; 07-11-2008 at 08:01 PM.

Casey Rousseau Offline Member Posts: 175 Join Date: Aug 2008 Location: Connecticut, USA	10-11-2008, 02:49 PM To see someone else's tickets in the client web interface, one needs to either be a manager of the User Group that both users belong to or one must have the user's login information. Note that there is also a direct login link mod that might allow you to bypass the user login. Look in the Mods forums. Casey Rousseau Prophesy Transportation Solutions, Inc.