no alerts

[russmichaels]

our instaAlert will not show any alerts for anything except new tickets.
One kayako staff said this is correct and that it will only alrt u of new tickets, which is pretty useless.
But then Ryan told me that the other staff member was wrong and InstaAlrt will alert of all events. In which case how do you get this to work?

Russ

[craigbrass]

Ryan Leaderman? I think you must of misunderstood him.

InstAlert only notifies of ticket creation and ticket replies. See http://www.kayako.com/instaalert.php for more details. It offers a ticket tree as well but that is only pro functionality.

[Ryan Lederman]

Originally Posted by russmichaels

our instaAlert will not show any alerts for anything except new tickets.
One kayako staff said this is correct and that it will only alrt u of new tickets, which is pretty useless.
But then Ryan told me that the other staff member was wrong and InstaAlrt will alert of all events. In which case how do you get this to work?

Russ

Hi Russ,

Maybe there was a misunderstanding -- InstaAlert will alert you to replies made to tickets and when new tickets are created.

Regards,

[russmichaels]

How?

[russmichaels]

craig, feel free to show me the misunderstanding, seems quite clear to me.
here is my ticket.

Russ Michaels
Posted On: 27 Jul 2007 10:41 AM
I have just been told that InstaLAert only works for NEW tickets, and does not alert for anything else.
In which case it is completely useless to us anyway.
What is the point in an alert system that doesn't alert you ?

Ryan Lederman
Posted On: 27 Jul 2007 05:14 PM Hi Russ,

You were misinformed; InstaAlert also provides alerts for replies to existing tickets.

Regards,
--------------
Ryan M. Lederman
Kayako Infotech Ltd.

also it says on the url u gave above

"Receive realtime alerts whenever a ticket gets created or replied to"

It does not say "new tickets only"

[craigbrass]

Oh right I see now. It notifies of New Tickets and replies to Existing Tickets just to be clear. It does this automatically, no need for additional configuration.

[russmichaels]

as pe rmy original post

QUOTE
"our instaAlert will not show any alerts for anything except new tickets."

[russmichaels]

and FYI, I have 2 staff testing it, and neither of them get any activity when a ticket is updated.

[Ryan Lederman]

Originally Posted by russmichaels

and FYI, I have 2 staff testing it, and neither of them get any activity when a ticket is updated.

You should open a support ticket - you probably have a misconfiguration issue.

[Jamie Edwards]

Just in case of misunderstanding, InstaAlert does not alert new staff replies.

InstaAlert only alerts for new tickets by staff or users and new replies by users only.

[russmichaels]

The staff member has a ticket open, but for some reason he was told to wait for you to rpely to my ticket ?
So I decided to chase it up with you directly.

[Ryan Lederman]

Russ,

Did you get this figured out? (you should receive alerts for replies made by clients, but not by staff members.)

[russmichaels]

no, as per my other replies to you.
My colleague states that InstaAlert will only give alerts for new tickets.
When a client replies to a ticket, nothing happens.

Of course I cannot reproduce this myself because as you know InstaAlert will not even run on my computer.

[Jamie Edwards]

Hi Russ,

Have you made sure that your colleague has permissions to the departments that the tickets are being sent to? If he does not then he will not receive alerts for them.