I submitted a ticket on Thecus eSupport System, and after I repied the mail by mail client, such as microsoft outlook express, I can't find my reply posted to the system. - Powered by Kayako SupportSuite Help Desk Software

May 20 2013

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	I submitted a ticket on Thecus eSupport System, and after I repied the mail by mail client, such as microsoft outlook express, I can't find my reply posted to the system.

Solution At first, user should has a vaild e-mail account to besure that he could reviced the notice e-mail from Thecus eSupport System after the ticket was replied by staff guys. That is why the system need to validate the e-mail address before user submitting the ticket.

After the ticked has been submitted, Thecus eSupport System will send a notice mail to user's e-mail account. If the staff guys replied the ticket, the system will send a notice e-mail, too. It is very convinence for user to reply the mail directly, and it will post to Thecus eSupport System.

Some user may has several e-mail accounts and maybe use another one as default SMTP. At this situation, the reply mail will be posted to the system successfully, however, it will be recognized as the mail from third party, not from user whom is ticket's owner. Thecus' staff guys will see the ticket post and will reply it. In this situation, however, if user login to the eSupport System, he will not see that ticket post that he replied via other SMTP account.

To avoid this sutiation, please make sure that you have use the same e-mail accout, or submit the ticket post via Thecus eSupport System.

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Feb 23 2008 02:28 PM