Processing tickets thru e-mail bypassing control panel?

waytorussia

Hi,

Does anybody know how it is possible to set up Kayako that staff members receive tickets by e-mail and can reply using the e-mail. All activity should be also recorded in Kayako Control Panel.

Also, is there a way of "hiding" clients' e-mails, so that staff members can only reply using eSupport (either by e-mail or through control panel) and not e-mail customers directly?

Thank you very much in advance!

waytorussia · 18-02-2006, 11:32 PM

Ok, I figured it out myself.

1) In Admin CP -> Settings -> Tickets set Enable Two-Way Email Processing (Yes)

2) In Staff CP -> Tickets -> Alerts create a new Alert that sends a message to Email.

The question is: can I also reply to tickets by replying to the alert SMS that was sent to me?

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waytorussia Offline New Member Posts: 19 Join Date: Feb 2006	18-02-2006, 11:32 PM Ok, I figured it out myself. 1) In Admin CP -> Settings -> Tickets set Enable Two-Way Email Processing (Yes) 2) In Staff CP -> Tickets -> Alerts create a new Alert that sends a message to Email. The question is: can I also reply to tickets by replying to the alert SMS that was sent to me?