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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: 1,283 Join Date: Apr 2007 Location: Toronto Canada | Status change on staff reply -- bug? -
06-07-2007, 03:11 AM
Currently we have it set such that if a staff member replies to a ticket via the staff cp the status changes to "hold". Great, thats what we want. However, I just noticed that if our staff reply to the alert email (indirectly replying to the user) the status does not change. Is this a bug or is this how it should work? I think any reply to a ticket by staff whether that be via the staff cp or email, the status should change (that is of course if you've enabled that setting). |
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(#2)
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| Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK |
06-07-2007, 10:35 AM
Sounds like a bug to me. When a ticket reply is done to an alert email, I would imagine it should add the reply in the email and then set the status to the default status after the reply. Submit it at http://bugs.kayako.com to get it to the attention of the developers. Icon Headquarters - Its Elixir - Web2Messenger |
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(#3)
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| Senior Member  Posts: 3,962 Join Date: Aug 2006 Location: Mumbai, India |
06-07-2007, 01:45 PM
Yup seems like a bug. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/ |
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(#4)
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| Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada |
06-07-2007, 02:15 PM
Thanks guys, I would have submitted it as a bug first but wanted to make sure it was one before adding to the queue. |
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| bug, staff, status |
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