Only autoresponders from the default template is working

[Thijs]

Hi,

I'm currently on 3.10.02 and I have the following problem.

When I setup multiple Email Queues I only can have a working auto responder on each Queue by setting "default" in the following option:

Queue Template Group
Select the Queue Template Group. The settings & templates from this Template Group are used for the newly-created Email Queue.

When I select the the template group that belongs to the Qeueu it does not work.

I have had something before when I purchaced it recently with the deault group group that could only be used for templates.

Is this an issue that is solved in 3.11.01 and do I need to upgrade ?

Thanks.

Thijs

[supportskins]

You might want to get this confirmed from Kayako Support though upgrading to the latest build is advisable.

[Thijs]

Hi I should do that indeed.

I wonder if such issues need a support contract or are covered by default bugfixing in Kayako.

[supportskins]

I think it does require you to have a valid support contract however you can initiate Live Chat with General Support who could atleast give you an idea on how you can take things forward.

[Thijs]

I wanted to reply on this one because I'm very positive about the way support picked this issue up.

They asked me to add a ticket using the support page which I did, where the answer was indeed a support contract.

I suggested that I really needed this contract if I wanted to be updated with the new features and this was the reason for support, but actually I had an application that was not working as it should and support understood this.

Support was very kind by helping me out to a newer version that really solved my issue as far as I can see.

So, this gives a good feeling about how support can be as you try to be understood. At least, the support contract is needed for updates on features also and because I didn't need the package that much since setting up I think this is very gentle of Kayako they helped me out whn I noticed this bug by now.

Thanks Kayako, I appericiate this very much !

Thijs