2 Replies Latest reply: Feb 20, 2014 9:56 AM by InteractiveGuru RSS

    Customer Service Ticketing not recording emails?

    InteractiveGuru Community Member
    InteractiveGuru Feb 19, 2014 3:45 PM

      Hi,

       

      I set up an account to test the CST system.  Everything worked great except new email replies aren't recorded in the messages area in the case.  Is this normal?  My understanding is that the whole point of ticketing is to have the whole conversation available in the system.  Is this not part of the feature, or did I miss something somewhere?

       

      Thanks,

      Jeff

        • 1. Re: Customer Service Ticketing not recording emails?
          Matt Baracz Employee Hosts
          Matt Baracz Feb 19, 2014 4:46 PM (in response to InteractiveGuru)

          Hi InteractiveGuru,

           

          What site is this regarding? If you're not willing to post the URL of the site within these forums, please reach out to support via your Admin console/Partner Portal > Help & Support.

           

          However, firstly ensure that the incoming mail server settings for your CST are correct. If not, then the CST will automatically disable itself (so that will be an indication as to whether this is the source of the issue).

           

          Secondly, also ensure that the email account you have specified to use within your CST is not assigned to any user roles else this will conflict with the functionality of the CST.

           

          Thanks,
          Matt.

          • 2. Re: Customer Service Ticketing not recording emails?
            InteractiveGuru Community Member
            InteractiveGuru Feb 20, 2014 9:56 AM (in response to Matt Baracz)

            Hi Matt,

             

            Thanks for the reply.

             

            The site is http://www.namastecms.com, and I set up the CST as Namaste Interactive Web Support.

             

            I think the CST settings are correct, because it hasn't auto-disabled. I'm also able to send an email to the CST email address and have it appear in the CRM.  When I reply to the autoresponder message, those responses aren't getting recorded in the CRM.

             

            Right now the email for the CST is namasteinteractive@gmail.com.  I tried removing the user roles, but I got a notification saying at least one user role has to be selected.  Is there a way around this?

             

            Thanks,

            Jeff