Anyone else (i know David does) have kayako being flaky and not sending email responses?


I just got a ticket i updated 4 days ago replied to with the following:

" Hi, Sorry for the late reply I never got an email regarding your response. "

I haven't had any problems with it sending out the mail however I've had issues with hotmail, yahoo and various spam blocking programs tagging reply's as spam.

Here's the second person telling us that they didn't receive a reply (I replied shortly after it was submitted):

"Hi,

I had submitted a question yesterday asking about bandwidth overages and never received a response back. I thought I would give it one more try. "

EDIT: It's also not on a free account (ie: hotmail, yahoo, etc.).

This is why I rm -rf'd Kayako weeks ago.
Every few messages (even though I'd respond immediately) would never arrive at the user.

Thousands in lost sales by now I'd imagine.

Hi,

Kayako is by far probably most configurable for email piping and it works out well for us and have not received complaint about emails being caught, but do check your logs to make sure everything is ok.

I know though Kayako's own server, the emails never gets out, for ticket replies so on and even forum notification and emails on kayako, very disappointing.

Anyhow hopefully they're working hard to at least improve the script. Looking forward to the new updates.

Cheers

Which Kayako version?

We have just upgaded our Kayako to the latest stable version. I have a client who claimed to have replied to a ticket, but the reply never appears in the ticket. The first time we heard of this. So I am not sure if it's Kayako problem or something else.

Steven,

Are you using sendmail or SMTP?

Steven,

Are you using sendmail or SMTP?

Sendmail currently.

Sendmail currently.Same here, I think I'm going to try SMTP.

Same here, I think I'm going to try SMTP.

As "Citrex" has suggested, have you checked the mail logs to see what exactly happened when your reply was sent?

As "Citrex" has suggested, have you checked the mail logs to see what exactly happened when your reply was sent?There's nothing in the logs that show any sign of failure.

There's nothing in the logs that show any sign of failure.


I Agree. I have looked many times.

Just had another person today:Just to let you know, I did not receive an email confirmation that the ticket was replied to. If I hadn't truly been interested in your response, I may have not logged back in to check. Others may not be smart enough to log back in and check the ticket, and may assume you just didn't reply.

I've switched email to send via SMTP instead of sendmail. We'll see what happens.

Well have you guys tested with outside email such as your ISP's to see if reply's show up?

I just did it with mine and I got both the ticket opened notice as well as a reply just fine.

Well have you guys tested with outside email such as your ISP's to see if reply's show up?

I just did it with mine and I got both the ticket opened notice as well as a reply just fine.I've tried multiple email addresses (others and my own). Sometimes replies are received, sometimes they're not. I haven't found any pattern.

PE-Steve you are using the latest correct?

PE-Steve you are using the latest correct?I'm using their latest stable version.

According to reports, SMTP didn't work, either.

This is very frustrating. The worst part is... How do you prove to kayako its not working!

This is very frustrating. The worst part is... How do you prove to kayako its not working!

You don't, as it states it's working.
That's where the problems sort of begin -- it's so hit-or-miss.

I still can't comprehend the amount of sales I've lost to it over the past year alone. I had a feeling
it was 'finicky' but didn't realize to how much of a degree it was.

It's even less reliable when being utilized via PDA and/or direct e-mail responses from a blackberry like device even
though the mail most certainly arrives and is processed by Kayako it's never sent to the end-user.

Note: I was using SMTP the entire time, it didn't make a difference.

Kayako is still really buggy :S
The devs over at Kayako seem to be workin hard but support is still down in the ghetto.

Although with all this, I'll stick with Kayako because it's still a great support system.

If you use the email queue disable that and it should send the replys at all times.

You can verify if it's sending the replys by checking your mail log, if it's not getting to the MTA it's possible you have the email queue enabled and it's just went all wrong in kaykao.

With the queue disabled it gos straight to the send mail function without any conditionals which will break it.

-Scott

Thanks for the tip scott.. I'll try it out and let you know.

I was just thinking of moving from cerb to kayako but after reading this I'm not so sure now..

Scott,

I've had the email queue disabled the entire time; still having problems.

Might be an issue with the latest stable release, I have not had any complaints regarding this since we haven't upgraded our installation yet.

Might be an issue with the latest stable release, I have not had any complaints regarding this since we haven't upgraded our installation yet.

I was running an older version prior.

Scott,

I've had the email queue disabled the entire time; still having problems.

Do the emails get put in your MTA? Can you check the logs to ensure it's not a mail problem, if they don't go to the MTA then it's still kayako not sending them correctly, if the mail queue is disabled generally it should go straight to the queue.

Another option is to have a custom mail / log written to the functions to see if kayako even calls that part when it's having problems.

Any update on this situation from Kayako?