subscribers not receiving email updates to their tickets

[BarrySDCA]

I was informed that subscribers are not receiving email alerts when their ticket is updated, but our help desk staff does. Any idea what the problem may be?

Also, how can I setup the email that goes out so they only need to click on a link to logon and review the ticket?

thank you,

Barry

[craigbrass]

Have they checked their spam boxes? Your server IP could of been blacklisted...

[coop5885]

im having almost the same issue. When a user submits a ticket, and i (i set up an alert for me) receive an email confirming there submission.

Now when i "post a reply" to a ticket, no one gets an email, not even in the junk folder. Any ideas?

[coop5885]

bump...anyone, i really need to get this issue fixed. All the tech support can tell me is how to edit what my ticket says. This is my last issue before i can roll this out company wide.


Help....anyone...please?

p.s. we whitelisted this server in exchange along time ago, so its not dumping them.

[supportskins]

Contact Kayako Support from your Kayako Members Area profile at https://members.kayako.net/. Seems like a misconfiguration issue.

[coop5885]

Originally Posted by supportskins

Contact Kayako Support from your Kayako Members Area profile at https://members.kayako.net/. Seems like a misconfiguration issue.

ive been in contact with them, they have been sending me links on how to set up alerts, and how to edit the email, but have not resolved this issue for me yet. Im becoming desperate, my boss is breathing down my neck as this software was suppose to be functional Jan 1st.

[Jamie Edwards]

Originally Posted by coop5885

ive been in contact with them, they have been sending me links on how to set up alerts, and how to edit the email, but have not resolved this issue for me yet. Im becoming desperate, my boss is breathing down my neck as this software was suppose to be functional Jan 1st.

It certainly does not sound like a configuration issue, so the only way we can investigate is if you submit a ticket asking for it to be traced. Please can you post your existing ticket ID so I can follow it up for you?

[coop5885]

STW-339858



thank you so much for all your help...it really means alot

[coop5885]

I just checked your Admin CP settings and found that you have not set any Email Queues in the helpdesk. If you want to set the outgoing emails for Staff, you need to set the Email Queues also. The complete process is mentioned in the manual at Redirecting Or if you want us to configure it for you, you will have to buy the installation service for the same.

Let me know if there is anything else.

Regards,

Raghav Arora






_________________________



is this true? I have to set up piping or fetching for this to work? Im very disappointed that i have been waiting for 14 days to receive this response. If that is the fix to the issue shouldn't the first person who looked at our set up have told me that, not that its working fine?



Also my kayako now sends NO EMAILS period.

[Raghav Arora]

Sorry for all the delays and inconvenience. I have updated your email with the complete solution.

Regards,

Raghav Arora

[coop5885]

thank you very much. A++ support from the Kayako team

[johnc]

I am having same issue, my help desk was working successfully and Kayako tells me that when they test it it works fine. However, our replies do not work nor do New Ticket > Send Email.

[craigbrass]

Submit a ticket (http://members.kayako.net -> "Get Support") and somebody will assist you.