No Emails and other issues

[techs]

We are not getting any emails after a ticket is submitted and how do we get the ticket to get assigned automatically and also how do we then get it assigned to an SLA?

Can the system continue to alert via email for tickets with SLA's until someone responds to it?

We also are going to need to know how to have the custom fields included in the emails that are sent to the client when the ticket is created.

We are running 3.04.10 on Centos and need to know if we should upgrade and what known issues or bugs are there for this 3.04.10 ?

[supportskins]

We are not getting any emails after a ticket is submitted

You need to make sure you have assigned yourself email alerts under: Staff CP > Tickets > Alerts

and how do we get the ticket to get assigned automatically and also how do we then get it assigned to an SLA?

You need to use Mail Parser Rules to auto-assign a ticket or your can use the SLA rules to escalate/prioritize a ticket and assign it to a specific Staff User. In either cases, they can be configured from the Staff CP.

Can the system continue to alert via email for tickets with SLA's until someone responds to it?

The system can be configured to send you an alert when the ticket is created/new reply received as well as when the ticket is escalated when none of the staff users have replied to the ticket.

We also are going to need to know how to have the custom fields included in the emails that are sent to the client when the ticket is created.

This is a feature request and has already been reported in the Kayako Feature request section. As of now this is not possible.

Hope this helps
We are running 3.04.10 on Centos and need to know if we should upgrade and what known issues or bugs are there for this 3.04.10 ?