Forwarding Tickets to 3rd Party

[Salman]

Hi,

Is is possible to create a department which ONLY forwards the ticket to a 3rd party system in the form of an email?

Thanks

[supportskins]

What exactly are you looking for? All incoming emails should be forwarded to a 3rd party for that specific department?

[Salman]

A user should be able to create a ticket from the web for that department.

Rather than going into a queue, that ticket it should be emailed to the 3rd party helpdesk or system.

Lets say for example we want tickets for "Tech Support" to be emailed to a separate helpdesk.

[supportskins]

I do not understand, you do not wish the email to create a ticket in your helpdesk but wish to have it forwarded to a 3rd party and yet maintain a record that the email was received?

[Salman]

We have 3 email queues:

sales@ourdomain.com
billing@ourdomain.com
support@ourdomain.com (tech support)

sales and billing are handled by kayako.

Support is handled by a separate cerberus desk. Emails sent to support go DIRECTLY to cerberus rather than into kayako. So thats not an issue.

We would like an option to create a "SUPPORT" department in KAYAKO which would allow any WEB BASED (not email) ticket to be emailed to the cerberus desk.

Hope I make myself clear.

[supportskins]

Ah ok. That is much clearer. This is a possible option. You create a new staff member, lets call it "techsupport" and use the profile address of this user as the support email address which is piped into cerberus. Assign this user to the Support department and create a ticket alert rule wherein this staff should be notified as and when a new ticket is created or a new reply is received. Hence when a new ticket is created an email will be dispatched to your support email hence creating a ticket in cerberus. Make sure you also add a parser rule not to send an autoresponder for replies received from your techsupport user. This is purely to avoid an email loop between systems. HTH

[Salman]

Great! Thanks for your help.

[Salman]

OK, there is an issue with this setup.

Kayako creates a ticket number and forwards to cerberus which also creates a ticket number. Now we have two ticket numbers in the subject line assiged to the same ticket.

I would like the tech support ticket emailed to cerberus WITHOUT any sort of record in kayako so we can avoid the duplicate ticket numbers.

Also the emails sent to cerberus contain the "from" address of the queue rather than the user.

[supportskins]

Hmm, that will not be possible. You will not be able to forward the ticket created from Kayako's web interface directly to Cerberus without having a record in Kayako.

[Hermelin]

Hello,

I wanted to set-up something similar (to handle a second level support), but I was not able to put the content of the ticket in the mail. Did I miss something simple?

Anne

[supportskins]

Anne,
The procedure I suggested would work perfectly fine if you are using v3 and if you do not mind if the record of the ticket exist in Kayako. Just follow the above mentioned steps.