Please help - e-mail issues -

[sbs2003]

This is my last try before walking away from Kayako forever. I am so frustrated by lack of support and lack of any decent documentation.

I decided to do the hosted version this time.

Checking e-mail (POP) every 10 minutes is no good - terrible - only people with terrible support would even consider this. Any way to decrease this time?

It does not seem that the parser automatically checks the POP account. Every time I had to force it to run. Why is this?

When I do force it to run, it sends a response to the address that submitted the ticket, but not to any of the support people. What did I miss? I set up support staff with valid e-mails and assigned to the appropriate department.

Anyone out there able to help?

[supportskins]

You need to request Kayako to add a cron on their server for the software to auto fetch the emails from your POP3 account. If you do not wish to use POP3 accounts, you can forward all your emails to your piped email address support@yourdomain.helpserve.com. Ask any Services Staff Team to explain it to you and help you out.

Hope this helps

[sbs2003]

supportskins,

That does help some. I wish I had known about that piped address!

I still have an issue with eSupport not mailing out to my staff. Anyone run into this issue or am I just missing something>

[sbs2003]

Finally got this figured out - no issues at this time. Thanks for your help.

Really, an FAQ or decent knowledge base would be helpful!

[supportskins]

God to know the issue is resolved