Staff Response to tickets through E-Mail/Outlook - Kayako

marcusg70 · **Staff Response to tickets through E-Mail/Outlook -** 15-02-2006, 10:29 AM

Hello,

would it be possible to have the following setup:

User submits ticket, ticket enters database and an e-mail is also sent to an admin/support e-mail address or the actual email address that is registered in Kayako and through which the support e-mail is piped.
Instead of logging into the Helpdesk system, I'd want to reply to the ticket by replying to the e-mail that was sent to me (admin/staff). As staff/admin I'd basically like to have the same possibility as the user who submitted the ticket and can reply to tickets by replying to the e-mails he is receiving (instead of logging into the system).
So in other words I'd like to respond to support tickets without accessing the helpdesk system - I would want to respond just by responding to e-mails sent to me as a copy of the support ticket.

Is there a way to do this?

Thanks a lot.
Marcus

macdock · 15-02-2006, 10:34 AM

This has been possible since version 2.x

Try replying to a test ticket, see what happens.

internut33 · 15-02-2006, 05:35 PM

I've tried this once with 3.028 - the ticket did get added to as a staff reply, but an email was never sent to the custom stating the reply.

marcusg70 · 16-02-2006, 09:24 AM

I got a response from Hiren that this is possible using the Email Alerts feature of the software, under Staff CP > Tickets > Alerts.
Wasn't aware of that feature, nor that it existed already in Version 2.x as Mike indicated.

Anyway, working now.

Thanks.

Pauliem · 11-01-2008, 05:06 PM

Reviving an old post here, but is this possible if you use POP or IMAP instead on PIPE?

Cheers,
Paul.

netFusion · 24-01-2008, 04:17 AM

Quote:

Originally Posted by Pauliem

Reviving an old post here, but is this possible if you use POP or IMAP instead on PIPE?

Cheers,
Paul.

Yes, it works with POP/IMAP.

Eddie

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macdock Offline Member Posts: 40 Join Date: Dec 2003	15-02-2006, 10:34 AM This has been possible since version 2.x Try replying to a test ticket, see what happens. ================== Mike Yrabedra http://www.macdock.com/

internut33 Offline Member Posts: 177 Join Date: Apr 2004	15-02-2006, 05:35 PM I've tried this once with 3.028 - the ticket did get added to as a staff reply, but an email was never sent to the custom stating the reply. -------------------------------------------- Love me an eSupport --------------------------------------------

marcusg70 Offline New Member Posts: 17 Join Date: May 2005	16-02-2006, 09:24 AM I got a response from Hiren that this is possible using the Email Alerts feature of the software, under Staff CP > Tickets > Alerts. Wasn't aware of that feature, nor that it existed already in Version 2.x as Mike indicated. Anyway, working now. Thanks.

Pauliem Offline New Member Posts: 1 Join Date: Nov 2007	11-01-2008, 05:06 PM Reviving an old post here, but is this possible if you use POP or IMAP instead on PIPE? Cheers, Paul.