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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| New Member Posts: 15 Join Date: Oct 2006 | question about email alerts -
03-11-2006, 05:52 PM
im having trouble figuring out the proper way to set up alerts so that a registered user not only receives an auto-email alert for new ticket creation, but also an alert if their tickets get a reply / updated / status changed / closed.. etc it seems that 'alerts' only apply to staff? |
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(#2)
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| Member  Posts: 39 Join Date: Aug 2006 |
04-11-2006, 06:11 AM
Yes, Alerts are only meant for staff members. Please post a feature request at http://bugs.kayako.net/ |
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(#3)
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| Member Posts: 345 Join Date: Mar 2006 Location: Manipal |
04-11-2006, 08:15 AM
They do get an alert if their ticket is replied to. |
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(#4)
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| New Member Posts: 15 Join Date: Oct 2006 |
06-11-2006, 02:10 PM
why do i have two different answers here? i have been testing my new esupport system and the user who creates the ticket only gets notified via email when it is created. They do not get notified of any changes after that. And that is not how every other help desk system i have used myself in the past works. The user should get an update for every change to the ticket via email |
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(#5)
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| Member Posts: 345 Join Date: Mar 2006 Location: Manipal |
06-11-2006, 02:18 PM
Mohit was speaking about other alerts. The client does get an alert when there's a new reply to his/her ticket. Other alerts are staff based only. I suggest you open a feature request as Mohit suggested. |
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