Staff get Replies to there private adress

[maxxx99]

Hi,

i found following problem

with supportsuite 3.0.32

staff answer a ticket of a customer and get an reply to there private email-adresse!

After searching some time i find out that - the customer gets the private adress of the staff from the website at the end of each ticket he finds not the email the supportsystem uses - there are the staff - alert adress is used so the customers try to send to this email instead of the right "support Email-Adress"

I havent found anywhere the possibility to deactivate the alert-adress of a staff for the use in the "client Center"

i think there is possible a wrong "param" used in the templates!

if somebody has a solution for that

[macdock]

I think I am having the same problem. Esupport is using my personal address as the 'from' address when sending the client a response.

The client replies to this and it is sent directly to me, thus taking it out of the support system altogether.

This IS NOT happening every time. I am not sure what causes this to happen.

[ehoffman]

Are you using mail queues?

[macdock]

Yes, I am.

[maxxx99]

The Problem is caused because the user gets the reply to his request or question!

And if he looks not in the Mail and use the Website for reading the answer there he finds the "staff mail" instead of the Support-Email below the ticket post!

As example:
The Staff mail is "staff@domain.com" and the supportemail is "support@domain.com" and in the SupportCenter the customer see below each ticket "staff@domain.com" instead of "support@domain.com"!

I have soluted this with seeting the staff-alert-email to the Main Supportemail of the System and i dont use the AlertRules!

I havent found another way!

[macdock]

Actually, that is not correct in my case. The client hit Reply in their mail-client app. Meaning the staff address was inserted in the reply-to header somehow.

[arteryplanet]

yes, same here

[udcc]

Kayako has been made aware of this problem long long ago, if you search the forums you will find it, I have upgraded countless 3.0 versions and hoped every time that this problem would go away, but it never does. When replying to a ticket, the staff member's personal email address is displayed instead of the mail queue one. Now, I have seen this be the mail queue email so I know it can work, but theres just some nasty bug or something that changes it to the staff user's personal email.

The only solution I found is to change staff's email inside kayako to the same email address that the mail queue checks. This of course is not how things should be set, as you will not receive email notifications of new tickets.

Kayako has been made aware long ago of this, it is ABSOLUTELY UNACCEPTABLE that this problem still exists and nothing has being done about it.

[ehoffman]

I made this as our solution: created new mail qeues for each support department. Have it simply check a dead but live email account.

I set our main email account though as default.

Now when we respond from any department, it comes from our primary helpdesk email account as desired. If you don't do this, it only comes from the person responding to the ticket and then communications move outside Kayako, which is obviously not what you want.

[udcc]

yes setting a "dummy" queue for each department fixes the problem like ehoffman said. Would have been nice if under Department for the queue there was a 'ALL DEPARTMENTS' setting, but i understand why there isnt.
There should be 2 department settings, one for where all messages that come to the queue email address are parsed into, and another for the outgoing part, for which departments "Queue Overrides (Optional)" applies, and this should have the ALL DEPARTMENTS in it

you hear that Kayako???

[Martyn]

Unfortunately I have found the only solution to this and many other issues has been to backout to the old version 2

[Blackcrow]

Hi,

I can think of only one thing and that is the staff member is replying with his own email adress in the post-reply on the ticket page.

If you go to tickets - view all - (select a ticket) - Tab Post reply , you will see the from field in the top of the header.

In the From Field my staff members can either select their email adress or the site's email adress.

Hope this helps,

Greetz,

BC