Ability to respond to Tickets via Email and Fix Notification Layout

Discussion in 'Feedback and suggestions' started by Geeshan, Sep 27, 2016.

  1. Geeshan

    Geeshan Member

    The NEW version of kayako does not allow you to respond to tickets via email. If you respond to the ticket via email, it will update the ticket but not inform the requestor.

    The custom formatting of notifications received on NEW cases/Case reply's is quite awfull, there is a ton of spacing between different variables, and does not look professional.

    Kayako Classic had much better formatting on the ticket notifications. Here is an example of the old verse NEW:

    Kayako Classic
    Status: In Progress (was: Open)


    Home Phone
    ----------
    Ticket ID: ZVE-863-88399
    URL:
    Name: Keri
    Email address:
    Creator: User
    Department: Support
    Staff (Owner): -- Unassigned --

    Type: Issue
    Status: In Progress
    Priority: Normal
    SLA: Default 24 Hours Plan
    Template group: Cloud9
    Created: 18 January 2016 03:16 PM
    Updated: 18 January 2016 04:16 PM
    Reply due: 21 January 2016 04:16 PM (3d 0h 0m)
    Resolution due: 29 January 2016 04:16 PM (11d 0h 0m)



    Just unplug or turn off as well?

    Keri Berry



    _____________________________________________________________________

    NEW Kayako Notification
    Empty Space






    Message:
    correct, it's their server that's rejecting the message. Do you have facebook or linkedin links in your signature, as that could cause your emails to get rejected
    Creator:
    Organization:
    Brand:







    Reply to this email or view the whole conversation online.
     
  2. smartohana

    smartohana Member

    Some of extra spacing issue in K5 can be fixed by modifying the brand template and removing any CR in there. Just make the template one continuous looong line.
     
  3. Geeshan

    Geeshan Member

    Thanks. I will try that out!
     
  4. Gary McGrath

    Gary McGrath Staff Member

    Hey Geeshan,

    Just to update you on the email reply issue, we have a fix in the works for that, it should be patched soon, I will update once I know more.

    Gary
     

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