Have a Work-Around for Reply Problem.. I think.

[mlevenhagen]

I got another thread on this and a ticket in, but I have a feeling it might be not an easy solve after finding a few threads about this..

But I thought I'd share what I'm doing.

Basically, I wanted to be able to (no matter who was replying to a ticket) have the Queue e-Mail Address in the "From: line". That way when the user replies to the e-mail instead of logging into the ticket system, it will still find it's way into the thread running..

I've racked my brain trying to figure out how to do this - even thought about quoting the e-mail someone when they reply, but that doesn't really work well because the quote isn't formatted.

Assuming there isn't a solution..

This is what I'm doing.. And I'll see how it works. I'm just including under my signature the following Blurp:

-Matt Levenhagen
================
**Do not reply to this e-mail**
Please Log in to the ticket system and reply there: http://www.campaignblasts.com/support/

Hopefully this isn't a difficult solve for the techy guys at Kayako. It's just a matter of telling the system to insert a particular e-mail in the From: line, but until then.. there's my solution. I might see if I can't locate the first auto-responder e-mail as well to note how things work and train the user up front.

The only problem with this solution is this signature gets inserted into the ticket thread as well.. that's why I put it after the signature so it doesn't get to confusing.

Hope it helps someone.

-Matt

[lifeunconscious]

You should be able to get the desired result by setting the 'Queue Overrides (Optional)' for the Email Queue. That works for me.

Have you tried that?