BUG No reply email and Support Email BUG

[PeopleInside]

Script URL: http://www.lapiazzadelcastello.it/mailticket/
Version of script: 2.4.1
Hosting company: tophost
URL of phpinfo.php: /
URL of session_test.php: /
What terms did you try when SEARCHING for a solution: noreply and support email hesk

Write your message below:
Hi,
i have see a bad error in HESK.

I use the Ping function and i have set on no reply address the address noreply@mydomain.it and for support email support@mydomain.it

The message of new ticket receved it's not send from the address noreply@domain.it but from support@mydomain.it

I think the noreply address must be for the first message of ticket receved (notification to the user) and after, when the sistem send the reply notification where i have put the tah %%MESSAGE%% must be from support@mydomain.it address because if the user reply to the email the reply can't be delivered.

[Klemen]

If you check the Piping instructions:
http://www.hesk.com/knowledgebase/?article=58

You will see that email piping *requires* that the "no reply" email address is *the same* as your piping (or pop3 fetching) address for piping to work properly.

[PeopleInside]

My help desk is configured:

Support email: support@email.ext
no reply email: support@email.ext

and use the fetching mode

I have this problem:

New ticket is open by customer@email.ext there is no ticket number in the subject but only Ticket receved and the sender address is support@email.ext so customer receve a message with ticket receved subject but the customer@email.ext use another ticket system so it send automatically a reply message and a new ticket is created because the new ticket receved notification is sended by support@email.ext (and not noreply) and has not the ticket id in the subject so the system open another ticket.

Another ticked message receved is send.. and all start again.

A lot of ticket is opened in this way.

How can i fix this?

I have set the limit of opened ticket for user to 3 but i can see this automatic reply open a lot of ticket.

I think the solution is put in the email ticket receved the Ticked id so all reply is on the same ticket.. i don't know.

I wait your reply,
thank you

[PeopleInside]

I have saw the file text.php for change the subject but i had see in the line 23 this text $hesklang['new_ticket_staff'] = '[#%%TRACK_ID%%] Nuovo ticket: %%SUBJECT%%

but the subject has not the track id on new ticket receved customer email.

[Klemen]

Does it work fine if you use official English language instead of your translation?

[PeopleInside]

yes it was a problem of italian tansaltion, now is solved becouse the italian translation is update and is fixxed too in your site. thanks. Sorry for the delay of my reply.