Auto-Responder Signature Broken

[Elite]

On March 4, 2007 I posted a support ticket to Kayako because the auto-responder was not working properly.

The multi-line signature I had setup for each department displays correctly in staff replies, but in the auto-responder or new tickets, it appears as one long line.

This looks bad, is hard to read and is very amateurish.

Since Kayako is an email support system, I don’t understand how they could have such a fundamental error as the signature NOT working properly.

It has been over a month since I originally posted this ticket and despite the fact that I have several replies like this, it has still not been resolved:

March 22:

Hi,

Please check now. I uploaded patched file on your server.

Let me know if issue persists.

Thanks.

Regards,

Mahesh Slaria

(This obviously still did not fix the problem!)

##

March 30:

Hi,

We are working on this issue and update you with FIX.

Thanks.

Regards,

Mahesh Slaria

##

April 18:

Hi,

I will fix and update you tomorrow on broken signature issue.

Thanks.

Regards,

Mahesh Slaria

##

April 30:

Hi,

We are working on this issue and get back to you shortly with resolution.

Thanks.

Regards,

Mahesh Slaria

---


Am I being unreasonable in expecting this would get fixed?

I hate being an angry customer and I have tried to be extremely patient, but don’t you think this is getting ridiculous?

I need my signature to display properly and I don’t think this request is out of line or overly demanding.

Furthermore, since this is a recognized issue, I can’t be the only one plagued by this. I’d imagine everyone wants this fixed ASAP.

(My ticket number is QVQ-925323)

Sorry for the rant…

[supportskins]

Try applying the latest functions_ticketmain.php file found in the CVS build. Check if that fixes the issue. Make sure you back the original final before applying the new file

[Jamie Edwards]

Hi Elite,

I apologise for your issues, I will get the ticket followed up for you as soon as possible. However, the developers have left the office for the weekend so please expect a developer response on Monday.

[Elite]

Today, I received yet another reply to my ticket that was opened March 4 that said:

Hi,

I updated all the tickets module files. Please let me know if issue persists.

Thanks.

Regards,

Mahesh Salaria
----------------------
Developer
Kayako Infotech Ltd.
http://www.kayako.com

Of course, absolutely nothing has changed! The exact same issue that I have reported in the ticket both using clearly articulated words and screenshots is still happening.

If Kayako would have tested this by simply sending an email to my support desk, they would see their change did nothing.

I really do hate to be an angry customer, but it's been over two months since I posted my ticket and to get a reply saying it's fixed without you having even tested it is very sloppy. Your software has so much potential, but this type of customer support is very disappointing.

[supportskins]

Did you try my fix?

[Jamie Edwards]

Hi Elite,

Mahesh has fixed this issue for you on a number of occasions, but your modifications have caused the issue to crop up again. I will notify Mahesh that his fix has not solved the problem.

[Elite]

Hi SupportSkins,

Thanks so much for your reply. I really do appreciate your help.

It sounds like Mahesh updated all the ticket modules, but still not luck.

Whenever we try to update Kayako on our own it really doesn’t go smoothly and then we have to open more support tickets to fix the new issue (or, of course, just restore the backup).

I’ve asked Mahesh several times if we should just upgrade to the latest CVS build, since it seems to have a lot of fixes, but he keeps ignoring that question. I’ll ask him again, although I would hope that if he thought that would solve the issue that he would have done it.

I’ll update this thread when I get any sort of reply.

[Elite]

Hi Jamie,

It looks like we were posting at the same time….

To answer your question, no one on our staff has modified any of the templates since we first upgraded to V3 many many months ago.

Since I posted the ticket back on March 4, we have not touched any of the templates.

The only people changing around any of our source code has been your support staff. Since the program is very sensitive we try to avoid touching the configuration as much as possible.

If Mahesh had fixed the issue, then we changed something and it broke again, we would have just restored the backup.

Trust me, if the broken signature was our doing, we would have fixed it right away and not have been dragging this out for the past couple of months. We just want it working…and we really do hate being a bother. =)

[Jamie Edwards]

Hi Elite,

I have asked Mahesh to fix the issue once again, and provide evidence of his successful testing to you. He has left the office for the night now, but will update you in the morning.

Thanks,

[Elite]

Thanks Jamie!

Your assistance is very much appreciated.

[Mahesh Slaria]

Hi Elite,

Please check your helpdesk now. Your issue is fixed now. I updated your ticket with screen shot.

Please let me know if issue persists. I feel glad to help you.

Regards,

[Elite]

Thanks Mahesh!

We tested everything out earlier this morning and it's all working.

As always, we greatly appreciate your asstance.

I do apologize for sounding frustrated & angry, but hopefully you can appreciate my position and how this glitch would have looked to all our customers.