How do I? Post clients responses back to their ticket?

[lenny3k]

I need to know how to configure the system to post the client's responses automatically inside the original ticket? I've used several kayako powered support desks and they all seem to do this.

For instance, I post a ticket.... kayako says the ticket has been received and will be answered in such and such time frame. My email client has an autoresponder that shoots an email directly back to the support email.

When I log back in to view my ticket, my autoresponder message has been posted. (just like if I had emailed a response personally)

So, how do I configure my admin panel to do this?
Thank you.

[SteveLV702]

okay a little confused on what you mean exactly by "Post Clients responses back to their ticket" are you referring to if they get staff members response via email and they just respond to the ticket you want their email response put into their ticket? if so this is called Mail Parser

You will need to go to Admin CP > Mail Parser > Insert Queue put in a email address you wanna use for example support@yourdomain.com and link it to the department such as Support Department if you choose PIPE option then you need to go forward the email to the /home/user/public_html/cli/index.php (note direct path maybe different depending on system) if using POP3 then enter your email box server/host, username, password then you need to go setup a cron job.

For better instructions on Mail Parsers, Piping, Cron Jobs please read the Kayako Manual.

[lenny3k]

Yes, the email parser is the solution I need.

I am using the hosted version so I'm unsure of my ability to edit the php file you mentioned.

I also have a gmail account I'm using for support questions. Can you tell me what I'm supposed to adjust in order for this to work? Is piping the answer or do I need a cron job for this?

The user manual is very vague and I can't seem to get my system to work correctly.

Also, beside setting up a queue, don't I need to set up a rule for incoming emails.

Thank you for your response.

[SteveLV702]

Since your using the hosted version you would probably use the POP3 method and don't worry about the cron job cause I think Kayako already has the hosted servers setup to run the crons I am not sure about that your best bet would be to contact Kayako Support...

now you can use piping method you would just setup your email such as support@yourdomain.com to forward to your hosted solution domain so for example support@yourhostedurl.com and then in the Mail Parser put in support@yourdomain.com