New reply template

silver · **New reply template -** 13-09-2006, 06:38 PM

Is it possible to predefine a default text that appears when answering support requests, such as for example:

Hello <Customer Name>,
Thanks you for your message....

supportskins · 14-09-2006, 08:37 AM

Yes, you can simply edit the respective email template to archive this.

silver · 14-09-2006, 07:59 PM

What exactly template would that be? I can't find any templates that are applied when new reply is created.

supportskins · 15-09-2006, 08:04 AM

If you are looking only to edit the staff reply email, the template is email_staffreply.

dbanda · **Message forwarding -** 15-09-2006, 01:44 PM

Dear friend :

I'm hosted , v 3.00.90 stable .
Messages generated from the client side after a chat or when chat refussed , randomly reach to the forward destination.
We dont use email queues because only accept support via ticket
Do you know about this issue with messages ?

Kindly
DANY

silver · 16-09-2006, 12:10 AM

email_staffreply template is applied after you enter your reply and click Send.
I need to apply this before any text is entered.

dbanda · 16-09-2006, 04:01 PM

no , ok , this is my problem. After a chat or when the staff refuses the chat , a button appears to the user dialog , to leave a message for support.
Such message dialog requires fullname , email , subject and body. Ok , that message is sent and never reaches the MESSAGE folder on LIVE SUPPORT , MESSAGES of Winapp L.R. application.

I tried myself loging in as a customer and sending messages
Msg are reaching randomly , not all the times
Same thing is happening with chats, after that some chats appear on LIVE SUPPORT , CHAT HISTORY and others are not there ....

Why ?

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silver Offline New Member Posts: 10 Join Date: Aug 2006	New reply template - 13-09-2006, 06:38 PM Is it possible to predefine a default text that appears when answering support requests, such as for example: Hello <Customer Name>, Thanks you for your message....

supportskins Offline Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India	14-09-2006, 08:37 AM Yes, you can simply edit the respective email template to archive this. 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/

silver Offline New Member Posts: 10 Join Date: Aug 2006	14-09-2006, 07:59 PM What exactly template would that be? I can't find any templates that are applied when new reply is created.

supportskins Offline Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India	15-09-2006, 08:04 AM If you are looking only to edit the staff reply email, the template is email_staffreply. 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/

dbanda Offline New Member Posts: 9 Join Date: Sep 2006	Message forwarding - 15-09-2006, 01:44 PM Dear friend : I'm hosted , v 3.00.90 stable . Messages generated from the client side after a chat or when chat refussed , randomly reach to the forward destination. We dont use email queues because only accept support via ticket Do you know about this issue with messages ? Kindly DANY

silver Offline New Member Posts: 10 Join Date: Aug 2006	16-09-2006, 12:10 AM email_staffreply template is applied after you enter your reply and click Send. I need to apply this before any text is entered.