how can staff recieve emails when new ticket is created? HELP!

lak

Hi,

We have Kayako Support Suite Owned intalled on our servers. When a customer creates a NEW TICKET they recieve an e-mail with the new ticket information BUT WE the STAFF do not recieve an e-mail.

We have setup SMTP e-mail and allowed our exchange server to accept relay requets from the supportsuite server. so e-mails to customers work fine BUT we at SUPPORT also want to be notified when a new ticket is created/updates WITHOUT having to use the InstaAlert.

How can we set it up that WE also recieve e-mails when a new ticket is created/update?

any help on this matter would greatly be apperciated.

Thank You!

Lak

**Jamie Edwards** · 23-01-2008, 08:10 PM

Hi Lak,

Look under Staff CP -> Tickets -> Alerts -> Create new alert rule. Define one to alert your or all the staff on ticket creation. You can find more information on each of the options in the manuals

lak · 23-01-2008, 08:38 PM

thanks that did the trick!

ctaborda · 24-01-2008, 04:41 PM

I am running into the same issue. However, I am not getting the emails after I add the alert.

Can I be doing something wrong, or could it be Malfunction?. I'm also running my own monthly license on my servers.

My customers are getting the emails, so it must not be an issue with the email system itself.

Please, give me some help.

Thanks

**Jamie Edwards** · 24-01-2008, 05:53 PM

Hi ctaborda,

Please submit a support ticket so that a support technician can take a look at your configuration.

craigbrass · 24-01-2008, 06:15 PM

(http://members.kayako.net -> "Get Support)

**Jamie Edwards** · 24-01-2008, 07:21 PM

Quote:

Originally Posted by craigbrass

(http://members.kayako.net -> "Get Support)

That's right, just like in my signature and the forum navigation bar

craigbrass · 24-01-2008, 07:26 PM

Ah, honestly never noticed those

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
New Build: 3.10.02 STABLE	Ryan Lederman	News and Announcements	0	05-03-2007 09:53 PM
Email sent to staff when new ticket created	oliverm	SupportSuite, eSupport and LiveResponse	1	22-02-2007 09:02 PM
Exact differences between client created tickets and staff created tickets	vineethshyam	SupportSuite, eSupport and LiveResponse	5	27-11-2006 12:25 PM

lak Offline New Member Posts: 29 Join Date: Mar 2007	23-01-2008, 08:38 PM thanks that did the trick!

ctaborda Offline New Member Posts: 2 Join Date: Jan 2008	24-01-2008, 04:41 PM I am running into the same issue. However, I am not getting the emails after I add the alert. Can I be doing something wrong, or could it be Malfunction?. I'm also running my own monthly license on my servers. My customers are getting the emails, so it must not be an issue with the email system itself. Please, give me some help. Thanks

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	24-01-2008, 06:15 PM (http://members.kayako.net -> "Get Support) Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	24-01-2008, 07:26 PM Ah, honestly never noticed those Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger