I have recently been having a right nightmare with Kayako SupportSuite as tickets have been coming in to email addresses that we do not use or do not exist and have thus been getting rejected and we never see them.

It turns out this is actually an old *issue* that I discovered long ago but had since forgotten about.

As you will know if you use Kayako SupportSuite/eSupport ( or Fusion as it is now called ) you create email queues, a queue must exist in order to process incoming email sent to that address, and you can also specify the FROM address that the queue uses when sending replies.

So you may wish to accept incoming email to:-

[email protected]

[email protected]

[email protected]

In which case you need a queue for each address for each dept, and you would of course expect that when email is sent OUT from the system, it will use the same queue and will either send from the original queue address or the alternate "From Email" address if you have specified one.

This unfortunately IS NOT what happens. It turns out that the queue that an email came in on bears no relevance to the queue used outgoing mail. When SupportSuite sends an email out, it simply uses the last queue in the list assigned to the tickets current dept, I.E. the most recently created queue, and then sends emails from that address.

This is a major issue for many reasons.

1. You may not want ALL QUEUES to be used for outgoing mail, some of them may just be for processing incoming mail only.
2. That queue may have the wrong email address for the dept. the ticket resides in
3. That queue may be using an email address that you do not want to be made public or used by customers, such as it might be used to bring automated emails in to the ticket system
4. You may be using that queue for testing and the email address will never be used outside of that, so you of course do not want tickets being assigned to that address or customers replying to it.
5. You may lose email as a result.

Not to mention the fact that this also rather defeats the whole point in having email queues for me, you would be better off just creating rules to parse the emails, but alas this does not work.

We have had all of these scenarios without realising, and I suspect many other users of this product have also had the same issue, believing as you would that the correct queue is being used for outgoing emails.

the problem is that there is no easy way to work around this problem, all you can do is make sure that the last queue in the list is a valid email address that you do not mind sending email from, there is no way to force the correct queue for the correct dept.

Even if you do this, you may still have a bunch of tickets out there that were sent from the wrong address. So if you were in scenario 3 above and doing some testing with a new queue which you have since deleted, then your customers will be replying to a non existent email address/queue and their emails will thus get rejected by the parser and you will never see them.

The only solution to this, is to a) delete the queue, or b)create a catch-all rule to redirect the emails to another queue or dept.

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