Read Receipts

GoneShootin · **Read Receipts -** 03-04-2008, 01:13 PM

In Outlook you can create a read-receipt such that the recipient has to acknowledge that they have began to read the mail. Can Kayako be configured to simulate this somehow?

craigbrass · 03-04-2008, 01:52 PM

+1 for this. It should be a setting for each department and you should also be able to tick / untick (based on the department setting) on the ticket reply page.

ecornet · 03-04-2008, 01:59 PM

Where would the receipt be sent to? It could get awfully cluttered on the ticket if there was an entry made for a read receipt.

Siora · 03-04-2008, 02:03 PM

Quote:

Originally Posted by ecornet

Where would the receipt be sent to? It could get awfully cluttered on the ticket if there was an entry made for a read receipt.

I agree.

craigbrass · 03-04-2008, 02:07 PM

It should be piped back into the system. Maybe a flag to say they have read?

Dynadata · 03-04-2008, 02:45 PM

Yes using a flag would be a good idea.
You could also add one more field in the table (boolean) which is set to true if the message has been read.
Then it could display 'something' in a additional field in the (Manage) Ticket view.

jnet · 03-04-2008, 03:48 PM

A MUST very very important for support desk, we can know what is going on.
very very useful, Not sure how hard it is to make it but it make this software very attractive

GoneShootin · 03-04-2008, 03:58 PM

I was surprised that no-one else had put this up as a request. I couldn't find any other reference at least on the forums...

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GoneShootin Offline Member Posts: 88 Join Date: Jan 2008 SupportSuite Owned License	Read Receipts - 03-04-2008, 01:13 PM In Outlook you can create a read-receipt such that the recipient has to acknowledge that they have began to read the mail. Can Kayako be configured to simulate this somehow? http://img251.imageshack.us/img251/4743/realmenrm7.gif

craigbrass Offline Senior Member Posts: 4,986 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	03-04-2008, 01:52 PM +1 for this. It should be a setting for each department and you should also be able to tick / untick (based on the department setting) on the ticket reply page. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

ecornet Offline Member Posts: 153 Join Date: Feb 2008 eSupport Owned License	03-04-2008, 01:59 PM Where would the receipt be sent to? It could get awfully cluttered on the ticket if there was an entry made for a read receipt. VoiceWay IP Telephony for Business and Residential

craigbrass Offline Senior Member Posts: 4,986 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	03-04-2008, 02:07 PM It should be piped back into the system. Maybe a flag to say they have read? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Dynadata Offline Member Posts: 171 Join Date: Feb 2008 Location: Netherlands SupportSuite Owned License	03-04-2008, 02:45 PM Yes using a flag would be a good idea. You could also add one more field in the table (boolean) which is set to true if the message has been read. Then it could display 'something' in a additional field in the (Manage) Ticket view.

jnet Offline Member Posts: 462 Join Date: Mar 2008 SupportSuite Owned License	03-04-2008, 03:48 PM A MUST very very important for support desk, we can know what is going on. very very useful, Not sure how hard it is to make it but it make this software very attractive

GoneShootin Offline Member Posts: 88 Join Date: Jan 2008 SupportSuite Owned License	03-04-2008, 03:58 PM I was surprised that no-one else had put this up as a request. I couldn't find any other reference at least on the forums... http://img251.imageshack.us/img251/4743/realmenrm7.gif