Problems, perhaps newbie issues

[slink]

Hi guys - I'm having some problems with the setup of Kayako and maybe it's just a new learning curve:

(1) My tickets seem to disappear. I set up 6 departments and when I login as admin, I only see 2 tickets that I created for a few departments. I would think the admin would have access to see all departments. I'm wondering if this has to do with department assigning which my other thread reports will not happen.

(2) Email parsing - I thought that an email to mysupport@mysite.com would result in the staff assigned to the department receiving an email of a new support request. Is this not the case? No emails are being sent out the staff or admins.

(3) With regard to setting up email parsing for departments, am I running into errors by having 2 departments with the same email address?

(4) Perhaps it's a matter of workflow, but I find setup to be a little challenging in finding what I want to do at times. If I've got an email personal@mysite.com and support at support@mysite.com, if I reply to the email, by default it should be from support, not personal email address correct?

I'm going to run through the setup manual again although I think it needs to be updated slightly to also deal with the new cpanel features.

[Jamie Edwards]

Originally Posted by slink

(1) My tickets seem to disappear. I set up 6 departments and when I login as admin, I only see 2 tickets that I created for a few departments. I would think the admin would have access to see all departments. I'm wondering if this has to do with department assigning which my other thread reports will not happen.

You need to explicitly specify permissions to each department for each of your staff users or groups.

(2) Email parsing - I thought that an email to mysupport@mysite.com would result in the staff assigned to the department receiving an email of a new support request. Is this not the case? No emails are being sent out the staff or admins.

Have you followed the steps in the manual?

(3) With regard to setting up email parsing for departments, am I running into errors by having 2 departments with the same email address?

What errors are they?

(4) Perhaps it's a matter of workflow, but I find setup to be a little challenging in finding what I want to do at times. If I've got an email personal@mysite.com and support at support@mysite.com, if I reply to the email, by default it should be from support, not personal email address correct?

This is correct. Any subsequent replies made to your e-mail will go to the e-mail queue address (not your personal address).

[slink]

Jamie - Thanks again for clarifying. I think the reason why nobody can see tickets is because of the problem in the other thread - they cannot be assigned to any user since I get the "username already registered" error when I try to assign them. I was trying to do this by group but it also doesn't show the other fields. I may need to take out a support ticket here...