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Completed Notifications based on Organization

Discussion in 'Kayako product feedback and suggestions' started by CFox, Mar 29, 2012.

  1. CFox

    CFox New Member

    We have several clients that would like to be notified as soon as anyone in their company enters a ticket.

    We thought we would be able to do this through the Notifications section, creating a rule for each of those clients. But the criteria dropdown does not include any way to filter by Organization.

    The SLA section has the option of Email Contains, which would probably work as well, but that option is not in the Notifications section.

    Is there any way we can get Email Contains in the Notifications section, or even better, Organization in both sections?
     
  2. +1 for this. Personally a new user type Manager/Notification would be perfect. Its not all managers that would like it but most, so the option to remove it would be nice as well.
     
  3. dxturner

    dxturner Member

    +1 ... account managers need notification of issues for their accounts only
     
  4. TeejMonster

    TeejMonster Member

    I've had a few users suggest this today. I would do a back-flip were this to be implemented anytime soon.
     
  5. John at HCC

    John at HCC New Member

    +1. Several of our staff from multiple departments have asked about this functionality.
     
  6. ip-rob

    ip-rob Member

  7. TeejMonster

    TeejMonster Member

    Worked out a breakfix solution to this. The solution involves adding 3 lines of code to the source.

    When a user submits a ticket, this script looks up that user's organization and emails the manager, unless the sender is a manager.

    It's not pretty and there's no GUI integration, but it's better than nothing until the guys at Kayako actually get this feature in.

    Source code: https://dl.dropbox.com/u/3767097/Kayako/sms_util.php
     
  8. Jamie Edwards

    Jamie Edwards Staff Member

    We've added support for this in the new Kayako via the new automations engine. The following sort of trigger rule should do the trick:

    Screen Shot 2016-07-11 at 14.36.44.png
     
  9. Mimue

    Mimue Established Member

    Hi there,

    will this be implemented in the K4?
    We paid in March for software support and updates for the next 12 months ! So for K4 download customers it is not completed at all :-(
     
  10. bear

    bear Kayako Guru

    Pointless asking, really, especially in so many threads. Look at all the threads in this section that are now marked as completed, and none say "v4", all say the new version. It would appear we're abandoned on that version, security fixes only, I'd guess. Essentially, feature requests were used to build the new version to make it of more value, and the license fees we kept paying funding the company while that was done.
    Bitter pill, that.
     
  11. Mimue

    Mimue Established Member

    Very bitter pill Bear. I am not quite sure if this is legal then. In the end it doesn´t matter anymore.
    Many thanks
     

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