Add replies on behalf of the customer

[Pur]

Hi,

I am new to eSupport so I am finding my way in now. I already did some customizing, added email queues etc etc.

Now I have the following situation.

Let's say I am account manager for customer X and customer X sends me an email about a problem. It does not send the case to support so as it is a support case I want to add it to eSupport.

Now I think the only way I can create a ticket on behalf of the customer is creating a "Phone" ticket. So that their (in this case email) question will get in the system as his/her entry.

Now we email back and forth about this case (customer only uses email not the support system) we include the Ticket-Id in the subject and put to the support email adress in the To or CC field. (I have actually not tested this but I assume that if a staff can reply through email and get registered as staff reply so can a customer)

However customer sends an email about this case but does not include the support email address so reply does not registered as client reply.

How can I add this email to the existing ticket on behalf of the customer (through the web interface for instance) as being their reaction
to this case?

I hope my question is clear :-) I already searched the forum but could not find an answer on the keywords I used.

Cheers

[supportskins]

Assuming you have set the email parser correctly, why not create a New Ticket instead of Phone Ticket

Staff CP > Tickets > New Ticket

[Pur]

Well to create a new ticket you have to select "Send Email" or "Phone ticket" . With a phone ticket the entry gets logged as a customers entry. With an send E-mail ticket it gets logged as a staff entry. And with the latter one I don't see on how I could set it to be logged as a client reply.

Besides the case was basicly about an already created ticket where the customer forgets to email their update to support email adress but sends it only to my email address and I would like to be able to log their update on their behalf in the ticket as client reply.

[BigDawgRob]

Hi,

I don't think that there's a perfect answer. There is a work around I use if you use a mail client such as Outlook.

1. Create a POP mailbox and add the mailbox as an e-mail queue in Kayako.
2. Add the POP mailbox to the list of mailboxes in your mail client.
3. Register your e-mail address as a catch-all rule.

Now you can drag and drop offending e-mails from your Inbox into the new POP mailbox. The mail is the parsed and logged against the ticket.

You might also be able to change the from and To addresses with a similar technique but that's plain naughty

Rob

[PeteV]

Rob,

Thank you very much!

So you are saying that when you drag an e-mail message in Outlook to the (offline) Inbox of a POP3 account, Outlook will place this e-mail message in the (online) Inbox of that POP3 account (so that eSupport can fetch it)?

I tried this in Outlook while monitoring the Inbox via webmail, but it does not seem to work.

Isn't one of the differences between POP3 and IMAP the fact that IMAP synchronizes off-line (Outlook) (Inbox) folders with online (Inbox) folders, while POP3 does not?

[BigDawgRob]

Hi Pete,

To be honest I'm not sure. We've set one of our Exchange Mailboxes to allow POP access, which is always online. Does this help?

Rob