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Helpdesk feature is not working

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naamafr

26 Aug, 2013 12:07 PM

hi,

i looked in the following link:
http://dooster.tenderapp.com/kb/more-features-extras/helpdesk-basic-support-system-third-party-ticketing

and i have a few questions about the "How to Enable Third Party Ticketing / Support" section:

1. i've enabled the "Tickets Numbers" option on a specific project.
you wrote "to Tick the option "Enable third party support system for this task list" " - in the task list properties.
BUT - i dont see this option, instead - i see "Enable helpdesk system for this tasklist?"

so i enabled it. IS IT THE SAME?

2. after these changes i sent an e-mail to this task list, using the task list E-mail address BUT -
i did'nt get an automatic reply with the ticket number as you wrote:
"When a support email arrives into your project the sender will get an acknowledgement"

what did i do wrong?

thank!

1. Support Staff 1 Posted by John on 26 Aug, 2013 01:34 PM

   

   Hi

   re (1) yes it is the same thing. Apologies have corrected that now.

   1. after these changes i sent an e-mail to this task list, using the task list E-mail address BUT - i did'nt get an automatic reply with the ticket number as you wrote: "When a support email arrives into your project the sender will get an acknowledgement"

   Hmm sorry about that.

   OK what email did you send it from?

   Is this different to your account email?

   Did you check spam?

   Thanks John

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2. 2 Posted by naamafr on 26 Aug, 2013 03:28 PM

   

   Hi Jhon,

   No, I didn't get the mail to the spam. I've send the mail from [email blocked] to the mail address that appear in the task list.
    The new task was created but I didn't get a reply back.

   Naama Frank
   Production Manager

   Office: 972-747122539 | Skype: naamafr.seperia

      
   PPC Course at

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3. Support Staff 3 Posted by John on 26 Aug, 2013 04:17 PM

   

   OK it looks like there is a bug. Sorry about that We should have it fixed in a few hours

   Thanks for alerting us to it !

   Best wishes

   John

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4. 4 Posted by naamafr on 27 Aug, 2013 05:55 AM

   

   No problem, let me know when it's fixed so I can test it again.

   Naama Frank
   Production Manager

   Office: 972-747122539 | Skype: naamafr.seperia

      
   PPC Course at

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5. Support Staff 5 Posted by ed on 27 Aug, 2013 01:28 PM

   

   Ok we found the issue. It's not a bug. here's what our guys said

   [email blocked] is a registered user -- Naama_Frank on the subdomain edgebi

   That's why no notification was issued, as the system was able to match the email up with a Dooster user so assumed it would be a user created task

   (even if said user doesn't actually exist in the account where the task will ultimately be generated, in that instance it reverts to behaviour similar to when a task is mailed in to a normal tasklist from an unknown address).

   When the task got created (and it's worth checking this with the client) did it have a created by user or not?

   Does it also show up as a contact activity when opening the task?

   Thanks

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6. 6 Posted by naamafr on 27 Aug, 2013 02:22 PM

   

   Hi,

   1. you are correct, when sending the e-mail from a user that's not a Dooster user - a reply will recived automatically.

   2. when I sent the mail from [email blocked] , the task that was created had a "created by", and when someone else send an e-mail there was no "created by".

   3. when I sent the mail from [email blocked] , the task that was created show up as a "contact activity ", but not when someone else send an e-mail.

   So, this works for my current needs, thanks.

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7. Support Staff 7 Posted by ed on 27 Aug, 2013 03:08 PM

   

   Thanks Frank

   Apologies for the confusion. We have updated the KB to warn about this

   Best wishes

   ed

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