post replay and CC-Users / Third Party Users

[f0rd42]

Hi all

i really like how kayako handles 3rd party and cc Users.
My only problem is that if we have a ticket where we need to envolve a 3rd party, this party then answers and we need to forward the answer to the customer via "post Reply", the 3rd party user is always copied on that email which we generally don't need / want.

I'd like to see a feature (like with the attachments when forwarding, where you can choose the attachments to forward), were I can choose whether a CC-User or 3rd party should get a copy, so simple checkboxes beside the CC or 3rd party user.

Anyone any idea how to do this?

Thanks

Andre

[snook789]

maybe will more people complaining about this, we can get a fix
I must hit the edit / delete cc user about 500 times a day

CC Users

[f0rd42]

Hi Varun, hi all

I can't believe that this is soooo complicate. I mean you've done this for the attachments.
All we want is the ability to choose the recipients when we hit the post reply button - just as we can do for the attachments when we hit the forward button.

Please work on this as a high priority, as it's time consuming to delete all the cc-users from the ticket once you've used this feature.

Thanks

Andre

PS: there is already a feature request.

[logicway]

It is also diffucult to determine who is receiving the reply when there is one or more third parties involved.

In case a "user" opened a ticket and a "third party" replied to that ticket also.
How can I know (when I reply) who receives the reply?
The "user", the "third party" or both?

Better solution is to have checkboxes when replying, to select the receipient. This way it is also possible to exclude receipients.

[f0rd42]

pushing up

is there any update on this?

Andre

[Solvent LLC]

ditto-- I waste a lot of time deleting CC users as well. we need this feature enhanced ASAP!

[mopa]

I agree - This would be a useful feature.
I am also confused sometimes of who I'm actually replying to.

[f0rd42]

Gents

being after Kayako for 3 Years now without any success of implementing this feature, asking softair without success, as they had to dedicated their ressources to somewhat else, finally it's available!!!!

I got an email from Andres from Dewark dewark.com Where he introduced this new company to me. I thought I might give it a try and tried their two free plugins for Kayako (btw: perfect plugins, very helpful and most interresting: documented professional).

After installing them, they immediatey worked like charme.

Now I asked them wether they could do what we all requested from Kayako for years now ..... and gues what ...... less than 48 hours later I got an email and ..... ready ... WORKING!

I can really suggest you talk to these guys when you need any kind of modification. What I have seen so far .... perfect!

f0rd42

[Solvent LLC]

um ok great but... where and how do we get these plugins, or modifications?

[f0rd42]

hey, you have the company name and a link to theri homepage ..... :-)

Send Andres an email: andres@dewark.com, tell them your version (exactly) and they will send you the notes_attachment plugn and this excel_export plugin.

The CC / BCC is not a free plugin.

f0rd42

[Dewak]

Hi guys,

This is Andres from Dewak! If you want more information about the Ticket Recipients modification please send me an email to andres[at]dewak.com.

The Export To Excel and Attachments for Ticket Notes are modifications that we offer to the entire Kayako Community free of charge. For more information please read the following posts:

Export To Excel (Free Modification)
Attachments for Ticket Notes (Free modification)

Looking forward to hearing from you.