e-mail praser

vajjas1 · **e-mail praser -** 28-04-2008, 05:04 AM

Hello,

I am a new kayako user, i am trying to understand the functionality of e-mail parser. What is its functionality? why do we need to use it?

This is what i want to acheive, please help me to understand if below things are possible:

Can i do anyset up that will allow my client to submit support ticket via e-mail instead of logging into client center?

While replying to a support ticket i want them to be able to reply to an e-mail and the ticket will be updated, i run shared hosting on 1and1 so its not a cpanel. I want people to be able to reply to ticket or create ticket using support@xxxx.com.

Thanks for your help for getting my support suite up and running.

craigbrass · 28-04-2008, 09:21 AM

This is fully possible using the mail parser. I suggest you check out Redirecting for the section on this.

I don't think 1and1 allow piping on their shared hosting so you would need to go down the POP / IMAP fetching route.

vajjas1 · **Hello -** 28-04-2008, 06:07 PM

Thanks Craig,

I did review the manual, but i don't get the purpose of the whole e-mail praser.

Would you be kind of enough to give me an example of what i need to do if i want clients to be able to submit tickets via e-mail and respond to tickets via email?

Please!

Thank you :-)

craigbrass · 28-04-2008, 06:52 PM

Hitting the reply button and replying to the email is what many people do when the staff reply comes in. It allows these replies to be put into the system as ticket replies.

rlistenb · **Silly Email Question -** 05-05-2008, 08:14 PM

Been quite a while since I first set all this up (hosted solution) ...

How do I control who get's email notification of new tickets (and the subsequent followup notifications)????

rlistenb · 05-05-2008, 08:17 PM

Never mind ... Found it finally ... ALERTS !!!

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craigbrass Offline Senior Member Posts: 5,553 Join Date: Jun 2005 Location: Cumbria, UK	28-04-2008, 09:21 AM This is fully possible using the mail parser. I suggest you check out Redirecting for the section on this. I don't think 1and1 allow piping on their shared hosting so you would need to go down the POP / IMAP fetching route. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

vajjas1 Offline Member Posts: 33 Join Date: Apr 2008	Hello - 28-04-2008, 06:07 PM Thanks Craig, I did review the manual, but i don't get the purpose of the whole e-mail praser. Would you be kind of enough to give me an example of what i need to do if i want clients to be able to submit tickets via e-mail and respond to tickets via email? Please! Thank you :-)

craigbrass Offline Senior Member Posts: 5,553 Join Date: Jun 2005 Location: Cumbria, UK	28-04-2008, 06:52 PM Hitting the reply button and replying to the email is what many people do when the staff reply comes in. It allows these replies to be put into the system as ticket replies. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

rlistenb Offline New Member Posts: 2 Join Date: May 2008	Silly Email Question - 05-05-2008, 08:14 PM Been quite a while since I first set all this up (hosted solution) ... How do I control who get's email notification of new tickets (and the subsequent followup notifications)????

rlistenb Offline New Member Posts: 2 Join Date: May 2008	05-05-2008, 08:17 PM Never mind ... Found it finally ... ALERTS !!!