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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member  Posts: 45 Join Date: Aug 2004 Location: Bath, UK | staff reply emails -
02-02-2006, 08:37 PM
Hi Everyone, We have just upgraded to SupportSuite from esupport V2.5 In the old system when a staff member replied to a ticket we used to get a copy of this email to all staff members. With our support staff being remote this was an ideal way for staff to keep up to date with what other users were resonding to support request. It was a very useful tool for keeping up to date with the latest answers to current problems. With supportsuite you only get the email for the new ticket and any new ticket replies. Does anyone know how I can turn this feature back on? -- customer services Gradwell dot com support info and faqs at Gradwell dot com support |
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(#2)
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| Member Posts: 45 Join Date: Aug 2004 Location: Bath, UK | Staff alert rules -
21-02-2006, 09:55 AM
I have found the answer to this in another post on the forum. You need to make sure you are logged in as a staff member. Then under the tickets tab you will se a drop down called alerts. You need to add a new alert and make sure the Alert action is set to New Staff Reply. Unfortunately it does not work. Is there another step I need to do in order to make this alert work? -- customer services Gradwell dot com support info and faqs at Gradwell dot com support |
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(#3)
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| Member Posts: 145 Join Date: Apr 2004 |
22-02-2006, 01:24 PM
this is a correct way to set it, if alerts are not being sent out seems settings problem. bubble |
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(#4)
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| Member  Posts: 868 Join Date: Jun 2003 Location: United Kingdom |
22-02-2006, 01:59 PM
Hi, Some of the alerts are still not working, I sent a detailed report to varun of which were and were not working quite some time ago for him to fix. UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk |
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(#5)
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| Member Posts: 45 Join Date: Aug 2004 Location: Bath, UK |
22-02-2006, 02:51 PM
I have found that the New alert is sending the emails out to the staff but with the subject title "New Client Reply" and the first line of the text message "New Staff Reply: Subject". I have a support request in to Kayako who are looking into it at the moment. Will update this ticket with the results. -- customer services Gradwell dot com support info and faqs at Gradwell dot com support |
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(#6)
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| Member Posts: 145 Join Date: Apr 2004 |
22-02-2006, 02:59 PM
that's a but that will be fixed soon.. http://bugs.kayako.net/index.php?do=details&id=1081 bubble |
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