Email FWD, Client unable to Log Ticket, Logo settings

[alepore]

We have just become hosted users of the system and we are not having much luck from the support team in helping us resolve some issues.

We are reluctant to go live with the system until we can resolve these issues.

I am hoping that somebody may be able to help

1. We have a user who cannot log a ticket. After clicking on Submit to create the ticket they are taken back to the Support Centre rather than the page which shows their ticket details and confirms it has been created successfully. When we log on using the same user details etc we are not expiering this issue.Could it be some sort of security setting at her site (i.e. firewall, pop-up blocking?) that is causing this?

2. Email - we and are trying to configure the support system to auto-respond to multiple email addresses.
Currently, when a client logs a ticket, the system replies automatically to the client with details of the new ticket. What we require is that this automatic reply also sends this same email to a company email address.

We have tried many variations of the email rules but have not had any success. How can we achieve this?

3. We have change the Logo on the Client CP but we would also like to change the Logo on the Staff CP and Admin CP - How do we do this?

Any help on these issues would be appreciated.

[clyde]

Hi alepore, to change the logo on the Staff & Admin CPs, you just do the same with the Admin folder that you did within the Client folder. That's assuming you FTP'd into /support/themes/client (or admin) then exchanged the supportsuite.gif picture.

[alepore]

Thanks I will try it.

Have you come across any of my other points

[clyde]

Nope, sorry alepore, can't help with any of the others.

[supportskins]

1. We have a user who cannot log a ticket. After clicking on Submit to create the ticket they are taken back to the Support Centre rather than the page which shows their ticket details and confirms it has been created successfully. When we log on using the same user details etc we are not expiering this issue.Could it be some sort of security setting at her site (i.e. firewall, pop-up blocking?) that is causing this?

Can be a browser related issue. Ask your client if his browser accepts cookies and if his IP address changes frequently.

2. Email - we and are trying to configure the support system to auto-respond to multiple email addresses.
Currently, when a client logs a ticket, the system replies automatically to the client with details of the new ticket. What we require is that this automatic reply also sends this same email to a company email address. We have tried many variations of the email rules but have not had any success. How can we achieve this?

You mean the software should notify the staff users for the newly created ticket? If yes than you need to assign Email Alerts under -- Staff CP > Tickets > Alerts

Hope this helps.

[alepore]

Thanks for your help

We implemented the alerts and this appears to be working.

We are still having issues with the other two points of changing the Logo on the Staff CP and Admin CP (Hosted system) .

More importantly the client cannot submit a ticket. We have checked that she accepts cookies and we are following up on the changing ip.

[supportskins]

Hi,
You cannot change the logo on Staff and Admin CP for hosted solutions as you will have to replace the image file which is not possible in hosted solutions.

As for the second issue, since you can submit a ticket using her account without any issues hence I do not think there is anything wrong with the software or software settings. Ask her to check on the IP change as well as try using a different browser and let you know if the issue persist.

Hope this helps.

[alepore]

Thanks

I will get her to try another machine.

Do you know how difficult it is to migrate to our own server?

And do you provide services in this area

[supportskins]

Yes we do provide transfer services. It is not a difficult process provided your server meets the software requirements.