Getting esupport to email alert us when tickets are escalated to "manager" level

prashant_SEH

Hello,

We've esupport 3.11.02 integrated with whmcs.

We tried to create an ticket alert to kick in whenever an ticket is escalated to manager/admin level, but it simply refuses to work.

What we want to achieve is to get notified whenever a support ticket is escalated to "manager/admin" level.

Where should I look in? Any pointers would be very helpful.

Thank you in advance.

supportskins · 18-03-2008, 01:12 PM

Have you modified any templates? Also do other emails get dispatched properly from the software?

prashant_SEH · 18-03-2008, 01:15 PM

Yes, other emails gets dispatched perfectly fine, like new ticket alert and replies etc.

Also, I've created an alert having selected all alert events and selected correct departments, still it doesn't work.

Thanks,

supportskins · 18-03-2008, 01:19 PM

Seems like a misconfiguration issue. You need to get it checked from Kayako Support. Create a support ticket with Kayako Support from http://members.kayako.net/.

prashant_SEH · 19-03-2008, 07:02 AM

Actually the kayako we've is from touchsupport so no access to members area.

Anything I've to check to fix this?

Thanks,

supportskins · 19-03-2008, 10:38 AM

Try switching to SMTP under:
Admin CP > Settings

Check if the issue gets resolved. If not, then ask TouchSupport to look into it.

prashant_SEH · 20-03-2008, 08:28 AM

Thanks, it still didn't solve it.

Let me talk to technical support and ask them to check my configuration.

Thank you for your help.

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supportskins Offline Senior Member Posts: 3,536 Join Date: Aug 2006 Location: Mumbai, India	18-03-2008, 01:12 PM Have you modified any templates? Also do other emails get dispatched properly from the software? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

prashant_SEH Offline New Member Posts: 9 Join Date: Mar 2008	18-03-2008, 01:15 PM Yes, other emails gets dispatched perfectly fine, like new ticket alert and replies etc. Also, I've created an alert having selected all alert events and selected correct departments, still it doesn't work. Thanks,

prashant_SEH Offline New Member Posts: 9 Join Date: Mar 2008	19-03-2008, 07:02 AM Actually the kayako we've is from touchsupport so no access to members area. Anything I've to check to fix this? Thanks,

supportskins Offline Senior Member Posts: 3,536 Join Date: Aug 2006 Location: Mumbai, India	19-03-2008, 10:38 AM Try switching to SMTP under: Admin CP > Settings Check if the issue gets resolved. If not, then ask TouchSupport to look into it. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

prashant_SEH Offline New Member Posts: 9 Join Date: Mar 2008	20-03-2008, 08:28 AM Thanks, it still didn't solve it. Let me talk to technical support and ask them to check my configuration. Thank you for your help.