Questions about e-mail auto responder

AnthonyA · **Questions about e-mail auto responder -** 08-05-2008, 01:33 AM

Hi all,

Our company recently bought Support Suite. We're running version 3.20.02.

I'm having some trouble working out a few things that I would like to modify:

1. On the ticket auto responder, I would like to remove Priority from the email. i.e:

Ticket ID: 16
Subject: testing priority one more time
Department: Support
Priority: Normal
Status: Open

Also I would like to remove the ability for customers to log on to view and update tickets i.e:

You can check the status of or reply to this Ticket online at: New Threats - Home
Email: anthony.XXXX@staff.XXXX.com
Password: XXXXX

Appreciate the help.

Cheers.

supportskins · 08-05-2008, 06:52 AM

You need to edit the email_autoresponder template to remove whatever you do want the software to send it the email.

AnthonyA · 12-05-2008, 02:16 AM

Thanks, i've tried that however nothing seems to change. Does it have a timer when it reloads the scripts?

I tried numerous times and each time the autoresponder sent through with the priority even though I removed every trace of it in the autoresponder.

craigbrass · 12-05-2008, 08:53 AM

You need to go Admin CP -> Diagnostics -> Rebuild Cache or clear out the /cache/ directory using FTP software after making the change.

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supportskins Offline Senior Member Posts: 3,324 Join Date: Aug 2006 Location: Mumbai, India SupportSuite Owned License	08-05-2008, 06:52 AM You need to edit the email_autoresponder template to remove whatever you do want the software to send it the email. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

AnthonyA Offline New Member Posts: 7 Join Date: May 2008 SupportSuite Owned License	12-05-2008, 02:16 AM Thanks, i've tried that however nothing seems to change. Does it have a timer when it reloads the scripts? I tried numerous times and each time the autoresponder sent through with the priority even though I removed every trace of it in the autoresponder.

craigbrass Offline Senior Member Posts: 5,047 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	12-05-2008, 08:53 AM You need to go Admin CP -> Diagnostics -> Rebuild Cache or clear out the /cache/ directory using FTP software after making the change. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger