Support suite down for almost 2 weeks

[ogray]

Our support suite is completely useless for almost 2 weeks. We moved to Google Apps and faced with some tech problems, Kayako staffs weren't able to fix it.

Everyday we receive the thousands of fake emails that blocks our work. Our customers getting mad and requesting refunds. We just can't make our business!!!

We get the replays from Kayako staffs like: "I have made the required changes and from now on you will not face the parser lock problem." But the issue is still unsolved.

This is unacceptable!

ID is #WFC-882225

[Jamie Edwards]

Hi ogray,

Are the problems you are facing the fault of the application, or your system setup? (With Google Apps?)

[Jamie Edwards]

Hi again,

I have checked the ticket; it seems as though Mohit has replied to you, and is awaiting your reply.

[ogray]

Hello Jamie,

We received the last replay from Mohit - I have made the required changes and from now on you will not face the parser lock problem.

After that we've contacted the live support in hope to force the solution.
That was 2 hours ago.

We still receiving tons of fake emails, so I don't think the problem is fixed yet. Can you please manage this ticket? Assign the person who can solve it fast.

Our business process is frozen

[savajr]

Jamie

I work for same company as Ogray
Last week of replies by Kayako staff isn't helpfull at all.

We got answers like 4 times that everything is fixed, problems started again in next few hours (we didn't chaneg anything at our end).

Need some _solution_ not answers.

Last answer was from me to [FONT='Calibri','sans-serif']Manpreet Singh.[/font]

[Jamie Edwards]

Hi ogray,

What do you mean by 'fake e-mails'? If you are being sent e-mails, then this is not the fault of SupportSuite, but instead the configuration of your server or mail server.

[ogray]

Suite processing thousands of "Client New Replay" emails that contains something like this in msg body:
[FONT='Verdana','sans-serif']New Client Reply: Enquiry from MagneticOne.com Store
New Client Reply: Enquiry from MagneticOne.com Store
New Client Reply: Enquiry from MagneticOne.com Store
New Client Reply: Enquiry from MagneticOne.com Store
New Client Reply: Enquiry from MagneticOne.com Store
New Client Reply: Enquiry from MagneticOne.com Store
New Client Reply: Enquiry from MagneticOne.com Store
New Client Reply: Enquiry from MagneticOne.com Store
New Ticket: Enquiry from MagneticOne.com Store


All access details should be available in ticket, you can check our support suite to get what I mean.[/font]

[ogray]

Will anybody take care of our issue?

We are loosing our customers!!!

[Jamie Edwards]

Hi ogray,

Someone is looking into your ticket; but please understand that SupportSuite will not be inventing these messages - for some reason, your mailbox(s) retain the messages, and SupportSuite keeps redownloading them.

If this is only happening since your move to Google Apps, then the likely problem is whatever has changed in between this move; including Google Apps itself.

[ogray]

Yes, but solving this 2 weeks is TOO long. Frankly, we think your support staffs don't pay enough attention to our problem.

FYI, our E-Mail clients work properly with Google Apps, no any messages are reteined

[Jamie Edwards]

Hi orgay,

Officially, we do not support the (mis)configuration of systems (web server or e-mail server). The support service we offer does not include system administration; we only support what is limited to the application itself, so please have patience with our support staff.

[savajr]

Jamie

Our system is configured properly, according to provided instructions. This part was (and being) checked by your experts.

Mail is handled by Google Apps, I doubt that problem is at their end (however this is possible)

so - if your experts can't configure it (since you stated that you don't support missconfigured systems) - then who can???

[savajr]

I hope - SOLVED

Worked with Neetika for like 2-3 hours via live chat.
He found the possible problem, I made some changes - it started working again.
No email loops seen so far.

I would like to say thank you to Neetika, he was helpfull, I'd say most helpfull comparing to 10 days of previous emails with other support members.

[bear]

So was it Google, your settings, or Kayako itself to blame? I'd be curious to know, as would anyone that reads this later.

[savajr]

Well, here are details.

1. On our hosting kayako admin email was noemail@<ourdomain>, i.e. we didn't wanted to receive any tickets (it was forwarded to /dev/null).
We used pipe there, not pop3 box.

2. During migration to google - we created this account also, since noticed that email is coming there, made it mail list (google apps forwarder to primary support email - i.e. catch-all email in google apps)

So - every email that was coming to our primary support email was forwarded to all staff, including admin, coming to admin - it was forwarded to primary support email as new ticket creating loop.
We were unable to find this out since on our previous host - this was normal (admins email was simply moved to /dev/null)

Problem was complicated with some setting on our mail host or google mx - emails weren't coming constantly - with delays (few min - probably some spam protection or so)

Based on this I made following conclusions/suggestions:
1. Kayako needs better logging/troubleshooting/statistic tools to use during such migrations
2. Kayako needs one single manual on how to configure it for google apps
I see many people trying to configure it, having different problem.
One single manual would _greatly_ help
3. Kayako needs some mechanism to stop/pause parser(or individual queues) without changing other parts - would greatly help to trace individual queue problems.
(in our case single queue was creating loop)

Well and finally - people are doing things, you just need to find out proper people at Kayako.
(we had like 5-6 replies that everything is solved from Kayako, had to stay in chat for few hours to really solve it)