Which template do the alerts use?

[arogers@schoolp]

Hi

We have been trying to modify the template used when a ticket is assigned (alert_ticketassign) and when a new ticket is added (alert_newticket). However no changes we make to the template seem to have any effect. We have added and removed items from the template but no changes seem to happen to the alert emails sent through to us.

We also tried clearing the cache but this didnt seem to make any difference either.

It seems that the new emails are not using the templates we are changing. Are we changing the correct templates or is something else that needs to be done?

Thanks
Andrew

[craigbrass]

All the ones prefixed with "alert_" are the ones you need. Notice there is a different one for replys to a ticket (alert_newreply).

I see no reason why it wouldn't work after clearing the cache. How are you clearing your cache may I ask?

[arogers@schoolp]

Thanks Craig. That is what i thought. It is very frustrating. I am clearing the cache via the members area. I know a change has worked to one template because it is still active. But i have long ago removed that change and implemented others but the original change stays intact. I am using HTML format emails. Could that have anything to do with it? Is there a plain text version of the templates and an HTML version? Is there any other settings i should check?

[craigbrass]

There is nothing else you should be checking no. I suggest you contact support. Live Help is online if you want to use that (http://www.kayako.com) or you can submit a ticket (http://members.kayako.com -> Get Support).

[arogers@schoolp]

The template shows that it has been modified. Is that all that i need to do? I dont have to activate it in some way?

[arogers@schoolp]

Originally Posted by craigbrass

I suggest you contact support. Live Help is online if you want to use that (http://www.kayako.com) or you can submit a ticket (http://members.kayako.com -> Get Support).

Thanks Craig. I almost didn't go with kayako because when i chatted with someone there they said it was not possible for staff to respond to tickets via email. So i have submitted a ticket for someone other than sales to have a look at

[craigbrass]

Originally Posted by arogers@schoolp

The template shows that it has been modified. Is that all that i need to do? I dont have to activate it in some way?

Yes, that is all you should have to do.

Somebody from Kayako will answer your ticket in the next few hours hopefully.