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Email Parsing

Discussion in 'Using Kayako Classic' started by Zach.Smith, Mar 19, 2019.

  1. Zach.Smith

    Zach.Smith New Member

    Hey All,

    I am trying to follow up on an issue we have been having with our Kayako Classic. we are running version 4.65.1.

    We are having issues with Kayako parsing emails to our helpdesk email into tickets.

    When a user needs to create a ticket, he will have to log into portal and create an account and submit a ticket, due to parser never working correctly. We can choose to respond to a ticket through Kayako (which is how we usually do this) but we have to go to the "to" field inside of the ticket, instead of replying via the helpdesk ticket, we select to reply to our personal emails in order for us to communicate on the ticket. and then we just copy and paste our responses into the ticket as comments

    Really what we need is whenever a user sends an email to our helpdesk, it creates a ticket for us.

    I have tried to look around on the site as well as just trying to make sense of the settings. Is there any advice or pointers anyone could give?

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