ticket typification

nunopsilva · **ticket typification -** 31-07-2008, 04:38 PM

Hi all,

here at collab, we need to typify every ticket that comes in, for statistics matters, so we can know "ok, component XYZ is having lots of complaints"
When a ticket is opened via web gui, or even by support here (via phone), we can do that. But when a ticket is sent to our email, the ticket is created, but we can't have the typification options...

Anyone has this problem too? knows how to work this thing out?

regards,
Nuno

craigbrass · 31-07-2008, 06:41 PM

When you say sent to your email, is this email address being parsed into Kayako? If so, you would need to set options after the ticket has been piped in.

nunopsilva · 31-07-2008, 06:50 PM

yes, sent to kayako's defined email.
Need to check on that, but I'm kinda noob to this

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craigbrass Offline Senior Member Posts: 5,762 Join Date: Jun 2005 Location: Cumbria, UK	31-07-2008, 06:41 PM When you say sent to your email, is this email address being parsed into Kayako? If so, you would need to set options after the ticket has been piped in. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

nunopsilva Offline New Member Posts: 11 Join Date: Jun 2008	31-07-2008, 06:50 PM yes, sent to kayako's defined email. Need to check on that, but I'm kinda noob to this