New tickets created from e-mail with "Presale" in subject going to Presale Dept?

[briani]

Hi All,

Great software, love it. It's really transformed my business and made management of support much easier.

I'm interested in also converting presale questions over to the system, however I don't want to scare off potential customers by transferring them over to the ticketing system. Rather, I'm going to continue using the web-based contact form I have and just forward it to tickets@domain.com. It's defaulting to the "Technical Support" department which is the default department I setup for the Mail Parser. Is it possible to have all e-mail with "Presale Question" in the subject line to automatically go to the Presale department? I can't see how to do this.

If someone could walk me through this process, that'd be greatly appreciated. Thanks.

Brian

[craigbrass]

There are two ways to do this :-
1. Create a new mailbox like presales@yourdomain.com and create a new pipe / pop poll / imap poll in. This new address could be setup to go right to the presales department.
2. Use the existing mailbox but create a parser rule that says when subject is presales question, create a post parse rule that changes the department.

[briani]

Originally Posted by craigbrass

There are two ways to do this :-
1. Create a new mailbox like presales@yourdomain.com and create a new pipe / pop poll / imap poll in. This new address could be setup to go right to the presales department.
2. Use the existing mailbox but create a parser rule that says when subject is presales question, create a post parse rule that changes the department.

Hey Craig,

Thanks, I didn't even see the "post parse rule" area until you mentioned it. Thanks again.

[craigbrass]

And we come to another area that is SO hard to see unless you know it is there (like Insert links for some functions, the Options button inside Manage Tickets, etc). I hope this gets addressed in version 4 as it is shocking how many users post here / talk to me about things they didn't even know were there.

[bear]

Originally Posted by craigbrass

...about things they didn't even know were there.

This happens with all apps and all users, not just Kayako. Yes, there are things that aren't intuitively placed, but something like this is right where it should be (parsing rules), so rather often it's a matter of the owner not "kicking the tires" on the new software and missing it. It's a big app, and understandable.

[craigbrass]

I still think many things could be placed better. Many of the things missed in Kayako are because them doing things like white text on blue backgrounds (Insert links and Pre / Post Parse rules), etc. This could easily be changed.

[bear]

What is easier to read than white on blue? It also has radio buttons on that same line, which I feel is pretty easy to spot.

How would you do that better, in a blue themed design?

[craigbrass]

If a number of people are missing it, it isn't sufficient. End of conversation.

Personally I don't think these things should be in the blue headers. Have "Rule Type" to the left in bold and Pre Parse / Post Parse as an option on the right. It is the same with "Insert E-mail Address" in the user management section - you simply miss that sort of thing.

[bear]

Originally Posted by craigbrass

If a number of people are missing it, it isn't sufficient. End of conversation.

Wow, I guess I'll just shut up then. :P



nah.
I didn't miss it, as I read carefully when I'm setting up a new system.

[craigbrass]

There wasn't any offence intended by that - it is simply what I define good user interface design. I am trying to clearly get my point across as you don't appear to see it. If somebody cannot see something which is immediately obvious, I would consider that I had failed in designing it. The majority of people *DON'T* read manuals and don't want to. This is why I have said a lot more of Kayako's Staff / Admin areas should contain "tooltip" popups when you hover over a question mark to the right of something for quick help - John agreed with me on this if I recall.

Anyway, we will just have to wait and see what V4 is like.

[bear]

No offense was taken, I was simply surprised that anyone would "shut down" further discussion in that manner. There will always be some that miss certain things in a GUI, typically those that skim instead of reading it all. I suggest this isn't a failure of the GUI design, but more of a failure to concentrate on the task at hand. I haven't seen "a number of people" not being able to find that particular item, only those that didn't know how to use it properly yet.
I've had issues learning some software (try Adobe's InDesign sometime if you like a challenge ), and also have had trouble finding things in Kayako because of unusual placement/location, but this was not one of them. It's within the interface for creating these rules, it's in a logical order, and not hard to see if you're looking and paying attention.

One can only dumb down an interface so much, until it gets to the point of forced simplicity such as cash registers with pictures of hamburgers instead of words. Is it really necessary to do something like forced steps (or big blinking buttons for the next thing) in setting various tasks, where you can't proceed until you decide what to do for each part? I hope not.

As for v4's interface? From the screen shots it looks like it's going to do things a lot differently, but the changes appear to be mostly Ajax based, cosmetic and more complicated overall. Understandable as it's undergone a major overhaul, but unless someone was brought on or assigned the task of interface design with an eye towards usability and clarity, it will be prettier but no less clear. Hard to say from screenies.

[craigbrass]

I think Varun does the UI design if I recall. We will just have to see and point out everything not clear when we get our hands on a beta.

Re InDesign: I know the pain! I have used Quark and found that a little easier to use but not much. I did resort to reading the manual for both of these! hehe