Replies coming to staff, NOT support queue!

[macdock]

This has been a long time error in 3.0 and is STILL not fixed. I keep getting clients that click reply in their email client and it uses my staff address, NOT the support queue address like it should.

IS there a fix in the works for this?

Thanks.

The bug I submitted on this was closed, but it is still not fixed.

Running .90 currently.

[christinasc]

The way i got around this problem was to make each of the staff emails the same - support@yourcompany.com

Then have the queue be called support@yourcompany.com and it'll pick up the tickets. and log them back into the kayako system.

However this means that the email alerts don't work. For email alerts - i set up a separate staff account with the email address where you want the emails sent and made the alerts under that account only.

We really don't use the email alerts except as a backup. The reason being, we already have SO much email and spam to deal with for each staff user that we don't want anymore email alerts. Besides, we use the InstaAlert mostly or login to the staff web interface every day. It's more effective for the way our staff works and having a central repository for all support matters.

It's a bit confusing at first but i got it to work the way i wanted it to. It's not ideal but I'm satisfied with it. Someone from Kayako should write a user manual detailing how to do stuff like this because it isn't intuitively obvious at first glance how things are setup. Also, what i've done may not necessarily be correct either.

Originally Posted by macdock

This has been a long time error in 3.0 and is STILL not fixed. I keep getting clients that click reply in their email client and it uses my staff address, NOT the support queue address like it should.

IS there a fix in the works for this?

Thanks.

The bug I submitted on this was closed, but it is still not fixed.

Running .90 currently.