Reply not being sent to the user as an email

[paul.mcgeady]

I am really struggling to work this out as a new Kayako customer. When I log a ticket as a user, I sutomatically get an email (a confirmation)

When I log in as a staff memebr, I see the ticket and I add a reply. When I select "Send Reply" the user does nOT get an email. If i log on as the user and select "View tickets" I can see that the ticket has been updated (i can see the reply)

What I need is that when a reply is added or a ticket is closed (for example) then the user be sent a notification by email.

All my email alerts are working fine - staff get emailed when tickets are changed. just not the user

Can anyone help me.

Remeber - I'm new - so Simple is best

Thanks

[paul.mcgeady]

I found another item in the forum. If you change to SMTP - it works immediately.

Go to admin cp, settings. CPU Optimization & Server settings. There is an area for "SMTP Mail Settings"

By default, this is set to "No". I set this to "yes" entered the address of our smpt server (usually smtp.domain.com) and emails started going out to users.

So far, I have found that only staff replies get sent. I am trying to find out how to email changes to tickets (when closed, send an email for example)

Hope this helps

[internut33]

All my emailing seem to be working except one. If i choose to get a CLIENT Repoonse e-mail alert. And want to reply to the ticket from my email program, it works. The admin response from me shows up on the tiecket as a reply, but it never gets emailed out to the ticket owner.

Anyone run into this? Fix? Setting? hrmm?

[Varun Shoor]

Originally Posted by internut33

All my emailing seem to be working except one. If i choose to get a CLIENT Repoonse e-mail alert. And want to reply to the ticket from my email program, it works. The admin response from me shows up on the tiecket as a reply, but it never gets emailed out to the ticket owner.

Anyone run into this? Fix? Setting? hrmm?

Make sure the email you are replying from and the one set in your preferences in Staff CP is same. Otherwise it will treat you as a "recipient" to a ticket and not a staff.

Regards,

Varun Shoor

[internut33]

Brilliant! Thanks again V! v3 is working almost perfectly for me. love it

[Varun Shoor]

No Problem.

Regards,

Varun Shoor

[richm]

Is there anything else that will cause a staff reply to show up as "recipient?"

I'm getting that with our installation. My staff email address is definitely setup properly, and was working until the last week or so, so I'm unclear why this might be happening.

If the "administrator" account uses my same staff email address, could that be a cause of this?

My other thought is, I may have used my own staff email address a time or two when testing, as the test clients email address. Does eSupport do lookups to see if your email address (whatever it may be) has been an email address in previous (even closed) tickets?

I tried assigning all my tickets to someone else (open closed etc.) and deleting my staff account so I would get a new staffid just to see if it was somehow linked to my original setup, but I'm still getting flagged as a recipient when i reply to ticket alerts.... and the alerts that come to me, come in as:

New Client Reply: test ticket for today 1

Now that I have deleted and recreated my account, how will esupport
interpret this email from my staff account?


interestingly, if I change the email address in my staff account, to use my google account, and reply from that account, it sees my reply as a staff reply....

Regards,

I do have a ticket open w/support btw.

Rich

[sniper]

Originally Posted by richm

Is there anything else that will cause a staff reply to show up as "recipient?"

I'm getting that with our installation. My staff email address is definitely setup properly, and was working until the last week or so, so I'm unclear why this might be happening.

If the "administrator" account uses my same staff email address, could that be a cause of this?

My other thought is, I may have used my own staff email address a time or two when testing, as the test clients email address. Does eSupport do lookups to see if your email address (whatever it may be) has been an email address in previous (even closed) tickets?

I tried assigning all my tickets to someone else (open closed etc.) and deleting my staff account so I would get a new staffid just to see if it was somehow linked to my original setup, but I'm still getting flagged as a recipient when i reply to ticket alerts.... and the alerts that come to me, come in as:

New Client Reply: test ticket for today 1

Now that I have deleted and recreated my account, how will esupport
interpret this email from my staff account?


interestingly, if I change the email address in my staff account, to use my google account, and reply from that account, it sees my reply as a staff reply....

Regards,

I do have a ticket open w/support btw.

Rich

I also have this problem. When I reply to the notification email, it goes inside the ticket but the user never gets an email with the reply

[supportskins]

Have you tried using SMTP?

[sniper]

I finally found out the problem after a lot of testing, this seems to be a common problem, so here is the fix.

In the control panel, under TICKETS

make sure

Check the Message-ID for Staff Replies
SupportSuite can check the In-Reply-To header to confirm the identity of the Staff replying to an Alert Rule. This adds an extra layer of security and makes sure the replier is a valid Staff. However, it requires that the end mailing client sends the In-Reply-To header which right now is not supported by all clients (Including Popular Wireless Handheld Clients).

is not ON. This will also prevent replies from working when replying from GMAIL and some other email sources.