Email Alert when ticket is assigned -HELP-

[brightstation]

Hi

We are new users of Kayako's eSupport application and I have to admit the team is finding the lack of use-cases in the extensive documentation very problematic.

Our key show stopper issue is that we are not able to generate email alerts to staff when a ticket is assigned to them. I have tried every combination of alert rules I can think of without any success. My attempt to use live help is rather disappointing as they just insist that it works before wishing me a nice day!!!!!!!!!!!

Any ideas, am i missing something obvious or is this an issue in the application? If the latter then unfortunately we will have to look for alternative solutions as the product is unusable for us.

We use the hosted version so this should hopefully minimise configuration issues.

Thanks

Sarah

[Jamie Edwards]

Hi Sarah,

Have you followed the procedures for creating ticket alert rules, and your staff are still not getting ticket alert e-mails?

See below for an example ticket rule that will send an e-mail to all staff notifying them of ticket creation:



This is found under the Tickets menu in the staff control panel, and then under Alerts -> Insert New Rule.

[brightstation]

Thanks for the quick reply

My assigned ticket rule is:

Alert Type: Email
Alert Scope: Private (also tried public)
Alert Event: Assigned Ticket
Run Only for assigned tickets: (YES)

Rest is all defaulted.

What I need is that whenever a member of staff is assigned or reassigned a ticket an email alert is generated to that member of staff.

Many thanks

Sarah

[Siora]

I've also noticed that this does not occur (at least it didn't occur for 3.10.02). I only received alerts when there were new tickets, not when a current ticket was reassigned.

[Jamie Edwards]

I'll take a look at this.

[brightstation]

Hi

Any news on this? it is critical for us and we will not be able to go live without it. Is this working for anyone?

Thanks

Sarah

[Raghav Arora]

Hi Sarah,
Can you please email me the Admin CP login details to see your Staff settings to trace this issue.

Regards,

Raghav Arora

[Jamie Edwards]

Hi Sarah,

I just tested this on 3.11.01 and it works.

Please disable this option in your alert rule:@

> Run Only for assigned tickets: (YES)

Otherwise, the alert will only run when a ticket goes from being assigned to you to being assigned to you, which is besides the point of the alert.

[3cinteractive]

Was excited to find this thread, but this doesn't appear to work for us at all. Have tried public/private, new ticket and/or ticket assigned. Leased (hosted on helpserve.com), version 3.11.02
[IMG]http://forums.kayako.com/attachment....1&d=1187723595[/IMG]

[craigbrass]

3.11.02? 3.11.01 is the latest release...

[3cinteractive]

Version number was referenced from the Kayako footer on our leased SupportSuite, http://3cinteractive.helpserve.com/

[Siora]

it says 3.10.02

[craigbrass]

I recomend you upgrade to 3.11.01 now that it is stable.

[Jamie Edwards]

Originally Posted by 3cinteractive

Was excited to find this thread, but this doesn't appear to work for us at all. Have tried public/private, new ticket and/or ticket assigned. Leased (hosted on helpserve.com), version 3.11.02
[IMG]http://forums.kayako.com/attachment....1&d=1187723595[/IMG]

Hi there,

Please submit a support ticket about this so that the issue may be traced. Ticket alerts were working in 3.10.02, and it is likely to be a configuration issue if they have suddenly broke.

[3cinteractive]

Upgrade appeared to do the trick. Thanks for the help.