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New Ticket Emails

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#1 ladle

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Posted 15 June 2018 - 03:05 PM

A little confused on a few things:

1. We have a bot setup, and missed chats are suppposed to create tickets. How can we make the bot create a ticket if the customer is not finding their answer?

2. When we create a ticket from livezilla, it does not send any notification to the users email. I do see the autoresponder works when the customer creates the ticket himself.... sometimes

3. I have selected to send a copy to my email, but nothing sends their either.

NOTE: IMAP and SMTP are functioning fine, and tickets can be created via email and replied fine

#2 Patrick Keil

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Posted 20 June 2018 - 07:34 AM

Hi,

1.) That's true, bot chats do not create tickets. I have added this to our list.

2.) It's not intended to send an email as the operator may enter sensitive information that are not ment to be seen by the visitor. This could be optional though so I have added this to our list.

3.) I can't reproduce this issue, ticket auto responder emails and copies are sent out in my test. Please isolate this issue further.

Cheers.





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