Ticket reply problem

rhyland · **Ticket reply problem -** 19-08-2006, 12:36 PM

I've got a problem when replying to tickets. The email out is coming from the staff email address and not the default one used for the email queues. Consequently when the user is replying to the tickets it's coming back to the staff's personal email address and not that for the helpdesk.

How do I change this behaviour, I've looked everywhere I can think of.

kulukulu · 21-08-2006, 07:24 AM

I'm facing this question, too, please help.

rhyland · 21-08-2006, 10:20 AM

I submitted a ticket over 24 hours ago now, so when I get a reply I'll post the solution here if they don't first.

escMark · 21-08-2006, 03:12 PM

I found that this problem occurred when moving tickets to a new department. The From pulldown list seems to be populated based on the department assignments for the email queues. I solved it by setting up dummy email queues for each department with the Name/Email overrides configured the same for each

francesco · 13-09-2006, 03:32 PM

Hi,

anyone have solved this issue? Seem a major bug in the system.
The kayako support seem don't like reply to the questions....

Neil-UKWSD · 13-09-2006, 04:14 PM

Hi,

You need to create an email queue for each department, each queue must have a unique name however the from name and email address can be set to anything you like.

francesco · 13-09-2006, 05:08 PM

Hi, thanks for the reply.

Can I create a queue for each department with the same e-mail address?
Do you think work right?

Ex:

Support dept: support@mycompany.com
ERPs dept: support@mycompany.com
Internet dept: support@mycompany.com

Neil-UKWSD · 13-09-2006, 05:12 PM

Hi,

You can use the same email as the From address, however you need to use a unique email address (even a fake address for the name of the queue).

The From address is the one that is used in replies to clients.

brook · **How can you check if the Email Queue is working? -** 08-10-2006, 02:56 AM

I set up the email queue (I'm using the hosted version) to use POP3 to check my server for mail. However, there is nothing in the logs and it does not seem to be contacting my mailserver. How can I make sure it is contacting my mailserver? And how often is the interval?

Also, are you saying above you need to set up a seperate email queue for each department? And is that only for new tickets / not for replies?

Jen · 09:17 AM

rhyland: Your department must have queue email (set up in mail parser > insert email queue), not personal email. Check your setting > general > try use queue email instead personal. "It should prefereably be same as your Email Queue"

francesco: "Do you think work right?" Why don't you test yourself?

brook: next time create your own thread. Yes set up a seperate email queue for each department you like. Eg. Sales Dept - sales@ and Support Dept - support@

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kulukulu Offline New Member Posts: 12 Join Date: Aug 2006	21-08-2006, 07:24 AM I'm facing this question, too, please help.

rhyland Offline New Member Posts: 2 Join Date: Aug 2006	21-08-2006, 10:20 AM I submitted a ticket over 24 hours ago now, so when I get a reply I'll post the solution here if they don't first.

escMark Offline New Member Posts: 27 Join Date: Jun 2006	21-08-2006, 03:12 PM I found that this problem occurred when moving tickets to a new department. The From pulldown list seems to be populated based on the department assignments for the email queues. I solved it by setting up dummy email queues for each department with the Name/Email overrides configured the same for each

francesco Offline New Member Posts: 3 Join Date: Sep 2006	13-09-2006, 03:32 PM Hi, anyone have solved this issue? Seem a major bug in the system. The kayako support seem don't like reply to the questions....

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	13-09-2006, 04:14 PM Hi, You need to create an email queue for each department, each queue must have a unique name however the from name and email address can be set to anything you like. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

francesco Offline New Member Posts: 3 Join Date: Sep 2006	13-09-2006, 05:08 PM Hi, thanks for the reply. Can I create a queue for each department with the same e-mail address? Do you think work right? Ex: Support dept: support@mycompany.com ERPs dept: support@mycompany.com Internet dept: support@mycompany.com

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	13-09-2006, 05:12 PM Hi, You can use the same email as the From address, however you need to use a unique email address (even a fake address for the name of the queue). The From address is the one that is used in replies to clients. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk