subject lines getting re-written - Kayako

ivanoats · 05:41 PM

Hello - I have a problem with Kayako removing a piece of the subject line from support tickets.

Here is my setup:

1. email from customer -> kayako
2. ticket alert -> third-party support - subject line now contains something like [SUPPORT DJFJ-343334]
2. third party support adds [blah #342523] to subject line, so now it is [blah #342523] [SUPPORT DJFJ-343334]
3. **here's the problem step*** when kayako parses it, it drops the third-party support tracking id [blah #342523]
4. When customer replies to third-party support, a new ticket is created (in the third party support system ) because the third-party support tracking ID is missing. This frustrates the third-party support team and makes it hard for them to see ticket history.

Would someone please help me with the proper setup to get rid of this problem? Thank you!

craigbrass · 25-01-2008, 05:56 PM

What version are you running? Have you modified any templates?

ivanoats · 25-01-2008, 06:00 PM

kayako v. 3.11.01
I have not modified any templates other than changing the
http://support.sustainablewebsites.c...pportsuite.gif
file.

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craigbrass Offline Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK	25-01-2008, 05:56 PM What version are you running? Have you modified any templates? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

ivanoats Offline New Member Posts: 12 Join Date: Sep 2007	25-01-2008, 06:00 PM kayako v. 3.11.01 I have not modified any templates other than changing the http://support.sustainablewebsites.c...pportsuite.gif file.