Question about email integration

[Judast]

Hello,

We installed the 7 days trial, and after some tests, I'd like to ask a couple of questions:

I followed the manual to setup the email piping and:

1. I created 2 staff members and then registered one customer and sent a ticket. The ticked arrived and one of the staff answered, then the customer replied to the ticket by email and the ticked didn't get into the eSupport. Then the customer replied using the support website and the message went into the system. Why the first email replay didn't get into the eSupport?.

2. When the customer creates a new ticket, how do we do to assign it to a certain staff member?, only administrator can assign tickets?

3. If one ticket is assigned to certain staff member, and he post a reply to the ticket, when the customer replay again to that ticket, who receives it?, because the ticket always get in throug the support@mydomain.com email.

Sorry but I'm a bit confused on how this has to be prepared.

Thanks

Jud

[craigbrass]

1. You need to setup the Mail Parser which isn't (as far as I am aware) possible to do on the free trial hosted version. You will be able to do this after purchase though.

2. Any staff members can assign tickets either by going into the ticket and changing the details at the top when posting a reply or using the release tab to only change the details without posting a reply. You can also do this on the ticket list page by selecting multiple tickets and then setting "Assign to".

3. It will stay assigned to that staff member until he releases it.

[Judast]

Thanks craigbrass,

I installed it in our own server, so how do I setup the mail parser?, the situation is this:

I have two staff users staff1 and staff2 with their respective email accounts
staff1@yeah.com
staff2@yeah.com

One client send a new ticket and the email arrives to support@yeah.com

How do I do to assign the ticket to staff1@yeah.com ? I mean I want staff1@yeah.com to answer this ticket, what will happen if the customer answer again to the ticket, will it go to support@yeah.com or directly to staff1@yeah.com ?

Any help will be great,

Thanks

[craigbrass]

Take a look at Redirecting - it is fully described in the manual.

[Judast]

Thanks again craigbrass,

I've read the assignment secion in the manual and it says the following: "When a ticket is assigned to a staff user, the staff user will receive an e-mail notification of ticket assignment."

The email piping is working, but when I try to assing the new ticket to a staff member, this staff member doesn't receive any email, I don't know why, where do i have to activate this option?.

Do the people normally use one master account to assign the tickets?. I don't know how to configure this end, we are a small company with only 3 staff members. I don't know if I should create 3 staff accounts with administrator privileges, what would you suggest?

Thanka again

[craigbrass]

Staff CP -> Tickets -> Alerts

They don't need admin privs, only staff to assign tickets if you are using the default staff / admin group settings.

[Judast]

Thank you very much for you help !

[craigbrass]

Your welcome. Post back if you need any more help.