How to make it so that a copy of each ticket is sent to our email address - Kayako

one9

Hi,

I can't find the setting where to add our email address so that a copy of each ticket is sent to our staff member as well as the customer.

Anyone know?

Thanks.

BigDawgRob · 23-08-2006, 09:28 AM

You can setup an Alert from the staff member's CP. This will send an e-mail alert with the message to the staff member's e-mail address. We have found installing InstaAlert is a better way to monitor messages though.

one9 · 25-08-2006, 05:46 AM

Thanks for the reply BigDawgRob.

I have setup alerts for both client replies and staff replies, but only receive the alerts for client replies.

Do you know what could be wrong?

BigDawgRob · 25-08-2006, 03:11 PM

I've tried this and it works for my install. I did have problems with testing this because it seems I didn't recieve alerts when I had replied to a ticket myself, only when another person replies to a ticket. Is this what caused your problem?

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one9 Offline New Member Posts: 12 Join Date: Aug 2006	How to make it so that a copy of each ticket is sent to our email address - 23-08-2006, 01:02 AM Hi, I can't find the setting where to add our email address so that a copy of each ticket is sent to our staff member as well as the customer. Anyone know? Thanks.

BigDawgRob Offline Member Posts: 98 Join Date: May 2006 Location: Luton, UK	23-08-2006, 09:28 AM You can setup an Alert from the staff member's CP. This will send an e-mail alert with the message to the staff member's e-mail address. We have found installing InstaAlert is a better way to monitor messages though.

one9 Offline New Member Posts: 12 Join Date: Aug 2006	25-08-2006, 05:46 AM Thanks for the reply BigDawgRob. I have setup alerts for both client replies and staff replies, but only receive the alerts for client replies. Do you know what could be wrong?

BigDawgRob Offline Member Posts: 98 Join Date: May 2006 Location: Luton, UK	25-08-2006, 03:11 PM I've tried this and it works for my install. I did have problems with testing this because it seems I didn't recieve alerts when I had replied to a ticket myself, only when another person replies to a ticket. Is this what caused your problem?