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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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| Member  Posts: 387 Join Date: Jan 2007 Location: Orange County, CA | Support email replies to tickets Id'd as "client" replies by alerts? -
19-06-2007, 07:13 PM
With respect to the setting in Admin CP Tickets|Parser Settings|Enable Two Way Email Processing This option allows a Staff to reply to incoming Alerts. That reply is then added into the database as a Staff reply automatically With this enabled, when a staff member replies to an alert by email (rather than using the web app), I'm getting alerts that indicate a new "client" reply. Is this by design? Does eSupport assume all "email" replies to tickets are from clients? Or is this a bug? Thanks, Rich Features I need asap: 1) Ticket search in the client portal! 2) Column display in client portal showing clients email address or name 3) Downloads by client (i.e. - each client has their own download area and can't see/touch downloads for any other client.) This would be on top of a "public" download area. 4) Integrated KB image uploads The ability for staff to upload images with a KB articles. Cheers! |
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| alerts, client, idd, support, tickets |
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