Template is not updating

[Brandon!]

I have edited Template > Tickets > email_staffreply, but when I send a reply to a ticket, the default template is sent still. I have edited the template successfully yesterday to remove some ticket details, but for some reason these new changes today aren't appearing. Is there something special I need to do in order to get these to apply?

And completely unrelated question: I want to be able to have the from e-mail be the same regardless of who's sending the e-mail, but I also want to keep a separate e-mail for each staff member so that they can receive alerts if they want. I thought that the e-mail would do that automatically:

Email
Please enter the Staff Member's Email Address. All alerts assigned to staff will be sent to this Address.

but I'm still getting the staff's personal e-mail address when I receive a ticket (as a user)

[supportskins]

I have edited Template > Tickets > email_staffreply, but when I send a reply to a ticket, the default template is sent still. I have edited the template successfully yesterday to remove some ticket details, but for some reason these new changes today aren't appearing. Is there something special I need to do in order to get these to apply?

Make sure you cleared the software cache (deleteing all files from the cache directory of the software) to make sure the changes you made are implimented.

And completely unrelated question: I want to be able to have the from e-mail be the same regardless of who's sending the e-mail, but I also want to keep a separate e-mail for each staff member so that they can receive alerts if they want. I thought that the e-mail would do that automatically:
but I'm still getting the staff's personal e-mail address when I receive a ticket (as a user)

First make sure you have set the Mail Parser correctly i.e. each department is assigned atleast 1 email queue. Once done, all you need to do is assign Email Alerts for your Staff Users. All your Staff Users need to do is reply to this email alert and their replies will be recorded as Staff reply and an email will be sent to the client with the From address as the email queue which is assigned to the department.

[Brandon!]

How do I clear the cache without going in to FTP? (btw, the template is working now, so I don't know if the cache expired?)

Thanks for the info. I set up my email queue (currently 1 e-mail queue) that funnels the e-mails to 1 specific department for now. I have set the option marked 'Queue Overrides (Optional)', but the e-mails are still sent out with the staff member's personal information. I created a NEW ticket and it works perfectly. Is information about the queue stored at a per-ticket level? This would probably be useful information for future changes.

Thanks

[supportskins]

How do I clear the cache without going in to FTP? (btw, the template is working now, so I don't know if the cache expired?)

You can clear the cache by running the URL -- http://www.domain.com/supportdirecto...ca=rebuldcache

Thanks for the info. I set up my email queue (currently 1 e-mail queue) that funnels the e-mails to 1 specific department for now. I have set the option marked 'Queue Overrides (Optional)', but the e-mails are still sent out with the staff member's personal information. I created a NEW ticket and it works perfectly. Is information about the queue stored at a per-ticket level? This would probably be useful information for future changes.

Could be a misconfiguration issue. I suggest you contact Kayako Support.

[Brandon!]

I think it has to do with departments. The way I have my queue set up is to use a default department for any unknown questions. If the new ticket matches any of my pre-set rules, it gets filtered a long to another department. Now, when I go to reply to the ticket, it is in a new department. When I hit send, the e-mail gets sent from the user's personal e-mail address which is what I don't want. Is it possible to override this? I would like ALL e-mails sent from the same e-mail address (and name), regardless of the department/staff.

Looking at the manual, it says that when I go to reply it should show a From option for every mail queue that is set up. I don't see that, instead all I see is the staff member's personal information as a selection.