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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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(#1)
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| New Member Posts: 5 Join Date: Feb 2008 | Ticket status change alerts - client side -
03-03-2008, 04:04 AM
Hi All, Is it possible to have our customers alerted when a ticket has a status change? For example, if a ticket is currently 'open' and is then 'closed' without resolution, the customer would be alerted and could then potentially query the closure of the ticket with staff. I realise the customer can login to their account and check this, but in my experience this does not happen all the time. Alerts have been setup staff side, to notify us of changes such as this but there does not seem to be a facility for the above. After querying Kayako staff on livechat, i got the impression it was not available when i was told "Your customers can login to check the status" Any help appreciated here... |
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(#2)
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| Senior Member Posts: 5,762 Join Date: Jun 2005 Location: Cumbria, UK |
03-03-2008, 08:56 AM
This isn't currently possible. Only if you post a reply saying "Closing ticket..." or similar and set the status to close will they get notification. Icon Headquarters - Its Elixir - Web2Messenger |
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