Missing Emails

[roto]

Hello,

For the life of me, I cannot nail this down...

If I am logged into Hesk as an Administrator, and create a ticket for a customer, and assign it to another Agent, that Agent does not receive the initial email (although the customer does).

The Agent receives all subsequent emails when a customer replies, but the the very first email is not notifying the Agent, thus the Agent has no idea he has been assigned a new ticket.

This only happens when an Administrator creates customer tickets, otherwise it works beautifully.

Any help would be appreciated.

Regards,
Ross

[Klemen]

I've just tried this on my test setup and it worked just fine.

Note that if you create a ticket and assign it to *yourself* you will not receive a notification as you already know that a ticket has been assigned to you.

1. What version of HESK are you running?
2. Did you modify any of the HESK files?
3. Is "Auto-assign tickets" setting ON or OFF?
4. So if you submit a ticket from the customer form these staff members do receive a "ticket assigned" email?

You can also try logging sent emails to see if it's a delivery problem. For example:
1. create a file called "mail_log.txt", upload to the main HESK folder and CHMOD to 666
2. in file "inc/email_functions.inc.php" find

Code: Select all

$hesk_settings['timeformat'] = DATE_RFC2822;

and just below that line add

Code: Select all

file_put_contents(HESK_PATH . 'mail_log.txt', hesk_date() . "\tTO: $to\tSUBJECT: $subject\n", FILE_APPEND);

This way you will see what emails were sent by HESK but perhaps weren't delivered (SPAM filters?)

[roto]

Note that if you create a ticket and assign it to *yourself* you will not receive a notification as you already know that a ticket has been assigned to you.

I am assigning these customer tickets to another agent without administrative rights (not myself)

1. What version of HESK are you running?
The very latest

2. Did you modify any of the HESK files?
Only the header and footer text files

3. Is "Auto-assign tickets" setting ON or OFF?
OFF

4. So if you submit a ticket from the customer form these staff members do receive a "ticket assigned" email?
If you mean the customer form inside admin, no, the agent does not receive an email (but the customer does), if you mean the customer form on the front-end, there is no way to assign a ticket to an agent (so I guess you don't mean that)

[Klemen]

If the staff member logins to the admin panel, goes to "Profile" and looks under "Notifications" - are:
"A new ticket is submitted with owner: Assigned to me"
and
"A ticket is assigned to me"
selected (please verify, don't assume)?

[roto]

Yes, all 5 items are selected.

Don't have any idea why, but now it works. Customer tickets are sent to the assigned agent during creation of the ticket, and when I assign unassigned tickets to agents, they also get notification. For days this wouldn't work, now everything is good, sorry for the false alarm.

Let me explain how I am using Hesk in addition to it's intended purpose.

I have created a private category to be used by myself (admin) and one other agent (limited) to deal with bugs/features of a software application.

I login as admin, create a new ticket in my personal name (different email) and assign the ticket to the other agent.

When the other agent replies, I get notified at my personal email address and we go back and forth on the ticket as if I were a customer.

Ultimately, I would have liked to communicate with the other agent using my Hesk admin account, but we tried that, and there was an issue with notifications (yes, honestly ).

Do others use Hesk to communicate between agents in your experience, and do they do something similar, or has someone figured out a better way?

[Klemen]

This means there are/were some email delivery problems (perhaps SPAM filters blocking)?

If you are using PHP mail() to send emails you can try switching to a real SMTP account (admin panel > Settings > Email tab > Send email using: SMTP) and see if that improves the reliability (don't forget to set the "From email" address setting on the "General" tab to the SMTP email address).

Sure, that's one way of using HESK. It should work fine and you can use sequential ticket ID as the "bug id" in your software docs/versioning.