How to send a copy of each ticket to an email address?

Success

Are we able to send a copy of each ticket to an email address?

....since we check our emails much more often then the support suite control panel

Casey Rousseau · 02-12-2008, 03:52 PM

Three options:
1) Staff alert for new tickets.
2) Parser rule for incoming email that isn't a reply, copy the email to a particular address but otherwise process as normal.
3) Have the incoming email copied to a secondary address at the mail server.

Success · 02-12-2008, 04:05 PM

How to do 1) and 2) ?

craigbrass · 02-12-2008, 04:48 PM

1. Staff CP -> Tickets -> Alerts.
2. Explained in the manual -> Redirecting

Success · 04-12-2008, 03:51 AM

I am not receiving the alerts.

I tried 1. Staff CP -> Tickets -> Alerts.

Alert Type: EMail
Alert Scoop: Public
Alert Events:
- New Ticket
- New Client Reply
- New Staff Reply
Run Only For Assigned Tickets: No
Filter By Department: All Departments
Filter By Ticket Status: All Ticket Status
Filter By Ticket Priority: All Ticket Priorities

I have 2 adminstrator users.

I have also went to admin cp > Staff > Manage Staff to check on the email address.

supportskins · 04-12-2008, 07:19 AM

Are staff replies sent out of the helpdesk or you are having issues with that as well?

Success · 04-12-2008, 02:31 PM

I just did some testing.

Seems that staff replies are not even sent out.

Please advise.

Casey Rousseau · 04-12-2008, 03:08 PM

Sounds like your SMTP settings may be incorrect. Are auto responders working?

mazapoint.com · 05-12-2008, 07:18 AM

Setup a normal mailbox and configure that one in ST. Then logon to the mailbox and create a rule to forward all messages to the distribution list.

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Success Offline Member Posts: 45 Join Date: Dec 2005	How to send a copy of each ticket to an email address? - 02-12-2008, 03:27 PM Are we able to send a copy of each ticket to an email address? ....since we check our emails much more often then the support suite control panel

Casey Rousseau Offline Member Posts: 346 Join Date: Aug 2008 Location: Connecticut, USA	02-12-2008, 03:52 PM Three options: 1) Staff alert for new tickets. 2) Parser rule for incoming email that isn't a reply, copy the email to a particular address but otherwise process as normal. 3) Have the incoming email copied to a secondary address at the mail server. Casey Rousseau Prophesy Transportation Solutions, Inc.

Success Offline Member Posts: 45 Join Date: Dec 2005	02-12-2008, 04:05 PM How to do 1) and 2) ?

craigbrass Offline Senior Member Posts: 7,909 Join Date: Jun 2005 Location: Cumbria, UK	02-12-2008, 04:48 PM 1. Staff CP -> Tickets -> Alerts. 2. Explained in the manual -> Redirecting Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Click here for Kayako Software Development My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako

supportskins Offline Senior Member Posts: 5,590 Join Date: Aug 2006 Location: Mumbai, India	04-12-2008, 07:19 AM Are staff replies sent out of the helpdesk or you are having issues with that as well? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ - NEW SKIN ADDED!! SupportSkins.com - http://www.supportskins.com/

Success Offline Member Posts: 45 Join Date: Dec 2005	04-12-2008, 02:31 PM I just did some testing. Seems that staff replies are not even sent out. Please advise.

Casey Rousseau Offline Member Posts: 346 Join Date: Aug 2008 Location: Connecticut, USA	04-12-2008, 03:08 PM Sounds like your SMTP settings may be incorrect. Are auto responders working? Casey Rousseau Prophesy Transportation Solutions, Inc.

mazapoint.com Offline New Member Posts: 2 Join Date: Dec 2008	05-12-2008, 07:18 AM Setup a normal mailbox and configure that one in ST. Then logon to the mailbox and create a rule to forward all messages to the distribution list.