Hello,
 
I'm setting up a demo of the helpdesk, and cannot get it to send an email to a person who submits a helpdesk ticket when they are NOT logged in.
 
It sends replies from the admin page fine, but a new ticket entry never gets an email reply.
 
Can anyone give me some clues on the email setup, and/or any problems with sending reply emails on new tickets?
 
Thanks.

The system doesn't send out a response when submitting a ticket. Only when the admin responds, will it generate an email to the customer.
 
If the customer wants, they can most certainly go to their user home page and click on ticket center...

That's too bad... for what appears to be a pretty nice system, that's something that I would think would be in there, as it's in most every help desk system I've tested.
 
It may cost ViArt a sale to a competitor's less expensive, or even free helpdesk system that does have it.

Hi Ray,
 
Agreed it would be (or hopefully WILL be) cool if there were an auto-ticket sent or whatever, when a user asks support a question.
 
But... I think the other solutions you mention are all stand-alone, and I really require having a support center integrated with the shopping cart. An integrated help/support center has been one of my key criteria in looking for carts, and I've found very few that offer this feature. The only other cart I've found besides ViArt with this feature that is not a monthly subscription and under $1000 is ashop pro, and it also does not auto-notify. And otherwise it is very slim on features.
 
What our users do get from our ViArt cart help center is a message of our choosing about typical response time etc., and what we get as cart owner is a beautiful quick look at how many orders and previous help requests this user has. And of course ViArt help center gives an easily sorted and easily searched view of all pending support questions.
 
If you've found another cart with an INTEGRATED help solution I'd love to check it out. Even better if you find one with an integrated full contact management system too. It probably won't pull me away from ViArt, but I like to be aware.
 
Greg

Greg,
 
I have implemented through viart a contact management system for the most part. I can use my list of users as my contacts and any email address I click on within those users will automatically transfer me to the create ticket screen in the helpcenter and prefill their contact details in the top portion of the ticket.
 
I then can create an text/html email and send it out to my customers.
 
My ONLY issue i've come accross is I cannot select multiple people to mass email unless I go through my newsletter section.
 
This screen also has predefined response button on it so that I can have a standard message that I send out, or even a signature if I would like.
 
If this is something you're interested in, let me know...
 
daniel{dot)risch{at}tocdco{dot}com

until this is solved by an integrated autoreply: why not deidcate an email account on your server to your shop and have an autoreply sent from there ( written with the most general terms you can think of)?