very poor choice of support e-mail address

PeteV · 08:19 PM

Today, I asked Kayako's LiveChat for assistance with our hosted eSupport.

When Kayako's support personnel tested our eSupport, they sent messages to our support e-mail addresses. These e-mail messages are forwarded to our senior experts and managers.

It appeared that the support personnel was using the e-mail address "*snipped*@gmail.com". This caused somewhat of a stir in our organization ("Unix killers are testing our e-mail servers!"), especially since the particular destination address is only used for our internal support.

Anyhow, such e-mail addresses are a very poor choice for professional service providers. First of all, do not use addresses that seem to refer to malicious sources. Second, use Kayako-related domains for the e-mail addresses.

Oh boy.

**Digital Mayhem** · 10-01-2008, 07:50 PM

Yes PeteV I agree with you if anything they should use SupportTest@kayako.com or if they need multiple test emails use like *@supporttests.kayako.com

craigbrass · 10-01-2008, 07:55 PM

It will be the email address of the staff member in question (personal one). I know a few other companies who do this for testing. I agree that they should be using @kayako.com ones tho.

**Jamie Edwards** · 10-01-2008, 08:06 PM

Hello Pete,

Thank you for the observation, and I agree with you. I will ensure it never happens again.

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
One support e-mail address, multiple template groups?	webcan	How do I?	7	07-11-2007 07:35 PM
A complaint about Kayako Support	oliverm	Comments, Questions & Feedback	2	02-08-2007 09:46 AM
Kayako support tool, PHP and PHPSuExec	21csolutions	SupportSuite, eSupport and LiveResponse	2	06-05-2006 08:28 AM

Digital Mayhem Offline Community Moderator Posts: 855 Join Date: May 2005 Location: Henderson, Nevada	10-01-2008, 07:50 PM Yes PeteV I agree with you if anything they should use SupportTest@kayako.com or if they need multiple test emails use like *@supporttests.kayako.com Steve Digital Mayhem, Inc. AIM: Steve.Lawrence@Digital-Mayhem.com MSN: Steve.Lawrence@Digital-Mayhem.com GTALK: Steve.Lawrence@Digital-Mayhem.com YAHOO: DigitalMayhem_Steve SKYPE: DigitalMayhem_Steve I'm Important

craigbrass Online Senior Member Posts: 5,393 Join Date: Jun 2005 Location: Cumbria, UK	10-01-2008, 07:55 PM It will be the email address of the staff member in question (personal one). I know a few other companies who do this for testing. I agree that they should be using @kayako.com ones tho. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger