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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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| Member Posts: 33 Join Date: Apr 2004 | Urgent help - What am I missing? -
07-06-2006, 04:21 PM
When I reply to a ticket in a department other than the one which the mail parser drops mail into, the outgoing email is received with MY staff email address (john.smith@company.com) instead of (esupport@company.com). When I go to compose a reply in eSupport, I could swear the default from field always contained two choices: "John Smith <esupport@company.com" AND "John Smith <john.smith@company.com. The first choice is now only present if I am replying to tickets in the department where the email parser drops. At the moment this means that if the recipient replies to my reply, their response goes directly to my personal email address rather than being sucked back in by the parser. Help!? |
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| missing, urgent |
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