Replying to tickets via email client

[Pro2col]

Im trying to setup a solution that when a ticket is created, either via email or via the web interface, that a CC of the ticket is emailed to a staff member whereby futher correspondence to this ticket created can be dealt with only via the email client, such as outlook, without having the staff to login to the web interface.

I have created an alert, which notifies me of a ticket being generated ( I understand that this is the only way to go about this?)

When I respond to the alert via email in outlook, it logs the response in kayako perfectly and forwards the response to the ticket creator via email as well, perfectly.

I noticed that the subject differs tho, the ticket subject to the creator shows a ( [#ID] ) while the subject to my alert was ( New Client Reply - [!ID] )
showing a hash in the first and an exclamation mark in the second

Anyhow, to the point.... the system works back and forth between replies, until the forth reply from me to the ticket creator. The system seems to bypass kayako on the forth reply and generates an email directly to me.

I noticed that during all my responses, the email address is that of which the kayako system parses from both the ticket creator's replies and my replies, in order I assume for kayako to log the response and forward this response to the ticket creator or staff , but every forth reply resolves to the staff only, so no matter how many times after this I send a response, the mail ends up being sent to the staff and not the creator? and nothing furhter is logged in kayako.

I hope this makes sense.

The 2nd question is , is it possible that when we reply an alert, that the ticket history is also sent to the creator?

eg. If I respond to a ticket 8 hours later, the ticket creator may not remember the details of his request, without loggin into the system and checking out the ticket ID. Basically I would like my replies sent, to include the originol query in the body of the email....

Apologies for the long post.
Thanks in advance

[Pro2col]

Ok , a little more testing would have sorted it out.

I had a rule on for flood protection during my tests. All working fine, but would still like to know about having the message history included in replies?

[Jamie Edwards]

Hi Pro2col,

With regards to your second question, yes it is - you will find the option to include the message history in staff replies under the administrator control panel -> Settings -> Tickets.

Thanks,

[Pro2col]

Thank you so much , with this support suite being so configurable and having soo many options, your assistance saved me plenty of time looking around for the option

Thank you