Reply with email

DaniCH · **Reply with email -** 12-02-2008, 08:40 PM

Hi!

If I'm not at work, I answer often directly with email. But when I return to the office, the ticket has been answered by my mail, but is still open.

Is it possible to set it automatically on hold, when I answered with my emailclient?

Greeting

Dani

Siora · 12-02-2008, 08:49 PM

Yes within the staff CP when in a ticket view list select "options" - its a link on the left above the ticket list.

In there you can set it such that the status changes to whatever you choose when staff reply.

Dani_CH · 12-02-2008, 08:58 PM

Thanks a lot!

But this works only for replies, I make with the webinterface, not with email directly from my mobile-device.

craigbrass · 12-02-2008, 09:50 PM

You could setup a parser rule (Admin CP -> Mail Parser) to look for maybe "COMMAND:CLOSE" or "COMMAND:ONHOLD" and then place that in the email.

Siora · 13-02-2008, 12:10 AM

Thats not true cause it works for me. My parser recognizes me as a staff member and switches the status to "on hold".

Dani_CH · 13-02-2008, 05:49 PM

Also, if you reply with email, not with the webinterface?

Siora · 13-02-2008, 06:24 PM

Yup, I tested by using email and not the web interface. Just be sure that the email address you are using to reply is also the email address you use as a staff member.

Dani_CH · 13-02-2008, 07:44 PM

Strange, it doens't work. I use the same email, as it's registered in my staff-profile, but it doesn't set on hold automatically. In the webinterface, my own answer is titled as staff-answer, but nothing happens.

Siora · 13-02-2008, 08:22 PM

Have you set it under options to switch to "hold" when staff reply?

Dani_CH · 15-02-2008, 09:39 PM

Yes, I did it...and it work's great if I reply with the webinterface!

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DaniCH Offline New Member Posts: 1 Join Date: Feb 2008	Reply with email - 12-02-2008, 08:40 PM Hi! If I'm not at work, I answer often directly with email. But when I return to the office, the ticket has been answered by my mail, but is still open. Is it possible to set it automatically on hold, when I answered with my emailclient? Greeting Dani

Siora Offline Member Posts: 1,316 Join Date: Apr 2007 Location: Toronto Canada	12-02-2008, 08:49 PM Yes within the staff CP when in a ticket view list select "options" - its a link on the left above the ticket list. In there you can set it such that the status changes to whatever you choose when staff reply. Siora Solutions Inc. www.sioraIT.com

Dani_CH Offline New Member Posts: 17 Join Date: Nov 2004	12-02-2008, 08:58 PM Thanks a lot! But this works only for replies, I make with the webinterface, not with email directly from my mobile-device.

craigbrass Offline Senior Member Posts: 5,734 Join Date: Jun 2005 Location: Cumbria, UK	12-02-2008, 09:50 PM You could setup a parser rule (Admin CP -> Mail Parser) to look for maybe "COMMAND:CLOSE" or "COMMAND:ONHOLD" and then place that in the email. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Siora Offline Member Posts: 1,316 Join Date: Apr 2007 Location: Toronto Canada	13-02-2008, 12:10 AM Thats not true cause it works for me. My parser recognizes me as a staff member and switches the status to "on hold". Siora Solutions Inc. www.sioraIT.com

Dani_CH Offline New Member Posts: 17 Join Date: Nov 2004	13-02-2008, 05:49 PM Also, if you reply with email, not with the webinterface?

Siora Offline Member Posts: 1,316 Join Date: Apr 2007 Location: Toronto Canada	13-02-2008, 06:24 PM Yup, I tested by using email and not the web interface. Just be sure that the email address you are using to reply is also the email address you use as a staff member. Siora Solutions Inc. www.sioraIT.com

Dani_CH Offline New Member Posts: 17 Join Date: Nov 2004	13-02-2008, 07:44 PM Strange, it doens't work. I use the same email, as it's registered in my staff-profile, but it doesn't set on hold automatically. In the webinterface, my own answer is titled as staff-answer, but nothing happens.

Siora Offline Member Posts: 1,316 Join Date: Apr 2007 Location: Toronto Canada	13-02-2008, 08:22 PM Have you set it under options to switch to "hold" when staff reply? Siora Solutions Inc. www.sioraIT.com

Dani_CH Offline New Member Posts: 17 Join Date: Nov 2004	15-02-2008, 09:39 PM Yes, I did it...and it work's great if I reply with the webinterface!