We recently(ish) updated our helpdesk from Kayko v3 (SupportSuite) to V4 (fusion), yes they also renamed it as well just to be awkward, shouldn't have then started with FUSION version 1.0 in that case ?
While FUSION has a lot of features, a lot of them have bugs and don;t work well with each other and considering how many issues I have found, I have to assume most customers only use Kayako’s product in a very simple way and do not make use of all the features to the extent that I do.

Anyway as the months have gone by I have found various issues, differences, bugs and gotchas, which I thought I would start recording on my blog for anyone else that upgrades and finds themselves with these issues, not to mention for my own reference.

I strongly suggest that you check your PARSER LOG on a daily basis for emails which have been blocked/rejected until you have your system finely tuned and working perfectly.

As usual the Kayako support has been a frustrating struggle to work with as I predictably always have to explain to them how their own product works, how email works, why their answer is wrong and why my issue really is an issue and often end up find the workaround myself anyway.
The number of times I have to explain to them that any email with the word “automated” in it, does not mean it is an auto reply sent by an auto responder, SIGH!

Anyway here is the list so far.

1. Force Queue on Incoming Emails
   Email queues have this new setting which is enabled by default. If Enabled, the system will force all emails in the mailbox to use the same queue from which the mail is being downloaded. If you use email aliases for different depts, this will screw that up and emails will all end up in 1 dept.
2. No more Private/Public alerts
   In V3 every user could setup their own alerts and choose what their received emails about, and no-one else could edit these.
   This has gone now, and there are only global notifications that everyone can view and edit. This makes setting up alerts only for a specific person more of a PITA.
3. Delivered to headers are not parsed
   If you have emails (such as monitoring or alerts) which get sent to a customer and also bcc’d into your ticketing system, and you create a parser rule to allow these emails in and bypass your other rules, it may not work. Currently you need to modify the parser code to make it process delivered-to header.
   To allow parser rules to work on "delivered to" header.

Edit the class.SWIFT-Mime.php and find this line around 258
foreach (array('to', 'cc', 'x-rcpt-to','bcc') as $header)
change to
foreach (array('to', 'cc', 'x-rcpt-to', 'delivered-to','bcc') as $header)

4. Catch-all rules do not work as expected
   If you have a catch-all rules to simply accept all emails from a certain address, e.g.
   /^alerts\@.*$/i
   Then this will not work, and the email will still be rejected by other criteria.
   This reported as a bug.
5. Parser rules not executed in correct order
   If you need them to run in a specific order then you may find emails being rejected. This is reported as a bug and there is a FIX available on their site.

more to come..

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