Request to add creator email to staff reply emails

ggenovesi · **Request to add creator email to staff reply emails -** 13-02-2007, 06:56 AM

Hello,
we need to have the possibility to add to our staff reply (made sometimes via emails) also the possibility to send back the ticket to the creator of the ticket. Is that possible to configure in a simple way?

Thanks a lot for your help.

supportskins · 13-02-2007, 09:29 AM

Provided you have set the email parser correctly, this is possible using Ticket Alerts. Assign ticket alerts to your staff under:
Staff CP > Tickets > Alerts

When staff users reply to these alerts, the software will record their reply as staff reply and send the reply via email to your client.

ggenovesi · 13-02-2007, 02:00 PM

I set the alerts and staff receive via mail an alert that inform for new ticket or new staff reply ..., but when I reply via mail the user doesn't receive any mail.
There is something wrong about configuration?
There is a way to do user receives mails from staff writed via mail?
Thanks

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ggenovesi Offline New Member Posts: 6 Join Date: Jan 2007	Request to add creator email to staff reply emails - 13-02-2007, 06:56 AM Hello, we need to have the possibility to add to our staff reply (made sometimes via emails) also the possibility to send back the ticket to the creator of the ticket. Is that possible to configure in a simple way? Thanks a lot for your help.

ggenovesi Offline New Member Posts: 6 Join Date: Jan 2007	13-02-2007, 02:00 PM I set the alerts and staff receive via mail an alert that inform for new ticket or new staff reply ..., but when I reply via mail the user doesn't receive any mail. There is something wrong about configuration? There is a way to do user receives mails from staff writed via mail? Thanks