Is the staff supposed to be receiving emails? - Kayako

micronerd · **Is the staff supposed to be receiving emails? -** 14-05-2007, 10:33 PM

I think im having a bit of an issue here. When a ticket is submitted by a client, we are not notified by email that a ticket is waiting on us. Also when a client replies, we are not alerted by email either. Did i do something wrong?

Clients receive the initial email and all reply emails.

**Jamie Edwards** · 14-05-2007, 10:37 PM

Hi there,

These rules are not enabled by default. You have to set up ticket alert rules (see the staff control panel> tickets > ticket alerts) in order for staff alerts to go out pending a certain action.

Siora · 14-05-2007, 10:37 PM

Quote:

Originally Posted by micronerd

I think im having a bit of an issue here. When a ticket is submitted by a client, we are not notified by email that a ticket is waiting on us. Also when a client replies, we are not alerted by email either. Did i do something wrong?

Clients receive the initial email and all reply emails.

You have to setup alerts found within the staff CP -- tickets --alerts.

You can make them private - for just yourself, or public - for all your staff.

micronerd · 14-05-2007, 10:45 PM

looks like that worked guys, thanks.

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micronerd Offline New Member Posts: 2 Join Date: May 2007	Is the staff supposed to be receiving emails? - 14-05-2007, 10:33 PM I think im having a bit of an issue here. When a ticket is submitted by a client, we are not notified by email that a ticket is waiting on us. Also when a client replies, we are not alerted by email either. Did i do something wrong? Clients receive the initial email and all reply emails.

micronerd Offline New Member Posts: 2 Join Date: May 2007	14-05-2007, 10:45 PM looks like that worked guys, thanks.