updating ticket through email

prashant_SEH · **updating ticket through email -** 22-05-2008, 11:22 AM

Hello,

I am trying to figure this out but unable to. Here's what I want to do:

Currently, if a customer replies to an email update from the support system, and they reply to that email by sending a reply email, then that email does not get entered into the e-support ticket.

What I want to do is if a customer replies to his/her ticket email, it should be updated in esupport ticket.

How do I sort this?

craigbrass · 22-05-2008, 11:43 AM

You need to setup email piping or pulling. Redirecting details how this is done.

prashant_SEH · 22-05-2008, 12:01 PM

Currently we've set the mail queue to fetch using pop3.

Let me have a look at the docs and get back.

Thanks,

supportskins · 22-05-2008, 03:02 PM

Make sure you have set a cron on your server to fetch the emails at regular intervals.

prashant_SEH · 22-05-2008, 03:06 PM

We've set the mail parser to be a POP3 and the scheduled task for fetching emails is running every 10 minutes.

What happens now is even if the client replies to the email it doesn't get added on the ticket.

I am checking if the pipe cron is running on cli.php..

Thanks for your input!

supportskins · 22-05-2008, 03:09 PM

When you send an email to the email address which is added as an email queue in the helpdesk, does it create a new ticket?

prashant_SEH · 22-05-2008, 04:04 PM

No it doesn't create a ticket, I believe that feature has been turned off.

prashant_SEH · 23-05-2008, 12:02 PM

Here's what I've done so far.

1. Set email queue to PIPE on staff@ this is the same as Default Return E-mail Address and it should let customers to send replies which would update the ticket.

I've set "Registration Required" to NO in Email queue settings.

What else do I need to check?

Thanks

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craigbrass Offline Senior Member Posts: 5,748 Join Date: Jun 2005 Location: Cumbria, UK	22-05-2008, 11:43 AM You need to setup email piping or pulling. Redirecting details how this is done. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

prashant_SEH Offline New Member Posts: 9 Join Date: Mar 2008	22-05-2008, 12:01 PM Currently we've set the mail queue to fetch using pop3. Let me have a look at the docs and get back. Thanks,

supportskins Offline Senior Member Posts: 3,850 Join Date: Aug 2006 Location: Mumbai, India	22-05-2008, 03:02 PM Make sure you have set a cron on your server to fetch the emails at regular intervals. 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/

prashant_SEH Offline New Member Posts: 9 Join Date: Mar 2008	22-05-2008, 03:06 PM We've set the mail parser to be a POP3 and the scheduled task for fetching emails is running every 10 minutes. What happens now is even if the client replies to the email it doesn't get added on the ticket. I am checking if the pipe cron is running on cli.php.. Thanks for your input!

supportskins Offline Senior Member Posts: 3,850 Join Date: Aug 2006 Location: Mumbai, India	22-05-2008, 03:09 PM When you send an email to the email address which is added as an email queue in the helpdesk, does it create a new ticket? 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/

prashant_SEH Offline New Member Posts: 9 Join Date: Mar 2008	22-05-2008, 04:04 PM No it doesn't create a ticket, I believe that feature has been turned off.

prashant_SEH Offline New Member Posts: 9 Join Date: Mar 2008	23-05-2008, 12:02 PM Here's what I've done so far. 1. Set email queue to PIPE on staff@ this is the same as Default Return E-mail Address and it should let customers to send replies which would update the ticket. I've set "Registration Required" to NO in Email queue settings. What else do I need to check? Thanks