Email piping and simple email from mail()

[kabuc]

Hello,

I am enabled email piping, but all peoples get email from support-NOREPLY (from email) and in email text is
------ Reply above this line ------

If I enabled email piping I must change email from noreply to really email?

[Klemen]

Yes, this has changed since version 2.3 - in version 2.4 you need a real email address, because it supports replying to tickets via email. That's why is settings the email eas changed from "No reply email" to "From email".

[kabuc]

Yes, this has changed since version 2.3 - in version 2.4 you need a real email address, because it supports replying to tickets via email. That's why is settings the email eas changed from "No reply email" to "From email".

If a customer receives an e-mail, as I understand the client still needs to come to a ticket to read the message and actually he can respond to the form, but if you want to reply via e-mail, he has to return from the ticket to the email? What's the point? Did I understand something wrong, or is everything else?

[Klemen]

You need to modify email templates to include the message if you are using email piping/pop3 fetching.

%%MESSAGE%% will display the message in the email, see:
http://www.hesk.com/knowledgebase/?article=35

[kabuc]

You need to modify email templates to include the message if you are using email piping/pop3 fetching.

%%MESSAGE%% will display the message in the email, see:
http://www.hesk.com/knowledgebase/?article=35

Thanks! But now customers dont come into form And I see that customers did not get attachments into email, if I wrote in message that I attach a file, he must go to ticket, and now I must write into message that you must go to ticket if you want to download file.
Very need function that attach files into email then customer/staff replay or create new ticket.

[Klemen]

Good idea, will see if I can add that for next version, or at least include direct links to attachments (maybe even better).

[kabuc]

quite often obtained in our private emails and the company's general e-mail inquiries from customers. would be great if it were possible to forward customers' e-mails to hesk. hesk can recognize say the "fwd", and e-mail client is taken, and the staff and e-mail ignored.

[kabuc]

If the client creates a ticket, and have forgotten anything else to write, client return to the letter of the message "new ticket" and respond to it. Then into the client ticket form does not answer,but creates a new ticket.
Another problem is that the staff can not answer by email piping as well as customers, but create a new ticket.

[Klemen]

What is the subject of your "New ticket" email? Is it in this format:

Code: Select all

[#%%TRACK_ID%%] New ticket: %%SUBJECT%%

Can you post a sample email subject the customer receives?

As for staff replying to ticket over email - this is not something that will be supported, because there is no easy way of verifying email sender. For example, I could easily send an email that looks like it came from you@yoursupport.com and this could lead to security issues.

[kabuc]

Thank you, accidentally discovered the stayed of an older version by $ hesklang ['ticket_received'] and here the two variables were the same in text.php

[kabuc]

Sometimes clients don't get emails that client submit ticket via email piping. Sometimes after creates ticket from email piping names is [Customer]. If client attach a file and send to email piping, file dont attach if subject is empty or name is [Customer] after creates ticket. I using pop3.

[Klemen]

Email notification is always sent if a ticket is created over POP3 - if the customer doesn't receive it the problem is elsewhere (spam filters?). If HESK doesn't find a valid email address it doesn't create a ticket, so if the ticket is created notification is sent.

[Customer] is a default name used when HESK cannot find a valid customer name from the email headers.

Attachments are ignored only if they don't comply with attachment setting - for example if they are too big, too many or have file extensions you don't allow. The same settings/limits are used as for the "submit a ticket" form.

[kabuc]

Email notification is always sent if a ticket is created over POP3 - if the customer doesn't receive it the problem is elsewhere (spam filters?).

I test self with 3 email - 2 emails dont get (ticket is created) emails (gmail and work email) and 1 get email another work email with same domain name and configuration. BUT then I answer like a staff to a customer than all 3 emails get notification that staff answer to a ticket.

[Customer] is a default name used when HESK cannot find a valid customer name from the email headers.

I tested with same 3 emails. all emails have headers, sometimes name is, sometimes no

Attachments are ignored only if they don't comply with attachment setting - for example if they are too big, too many or have file extensions you don't allow. The same settings/limits are used as for the "submit a ticket" form.

my worker sad that she attach files and in ticket are't, name - [Customer], my worker sad that she forgot write subject. Perhaps it is problem. But I test self tomorow his thing

[kabuc]

I tested. There are really problem with email to customers using email piping and pop3. How to check(test) that problem really is with hesk or with server?

[Klemen]

Send 3 sample emails to pop3test AT hesk DOT com and I will see what comes at my end.