Customer email error

[clemencello]

HESK version: 2.5.5 - HESK is up to date
PHP version: 5.3.28 (MySQLi)
MySQL version: 5.5.40-cll
/hesk_settings.inc.php Exists, Writable
/attachments Exists, Writable

Everything appears to work as expected except when it comes to the information contained in emails from customers.

The customer message is displayed which includes their correct email their IP is always "unknown" and their reply email address is always "wordpress@arawak.com.au"

(arawak.com.au is my domain and my contact form is part of a Wordpress installation). Consequently no replies I send are getting through.This same effect occurs if I choose SMTP or PHP.

Their correct email is shown in the body of their message.

What is likely to be the cause?

Simon

Simon Clement
arawak.com.au

[Klemen]

HESK uses the "From:" email header to detect incoming email. Your form probably always sets your email address as the "From:" header. You should either fix your contact form or send users directly to HESK's "Submit a ticket" form.

Sender IP cannot be reliably detected from an email address so HESK will always show "Unknown" when creating tickets from emails. To detect the IP address, the "Submit a ticket" form needs to be used.

[clemencello]

Great. That's a big help. But where to from here?

The theme I use Wordpress presents the comment settings as follows

[contact-form to='support@arawak.com.au' subject='Tessera support request'][contact-field label='Name' type='name' required='1'/][contact-field label='Email' type='email' required='1'/][contact-field label='Comment' type='textarea' required='1'/][/contact-form]

Doesn't seem to be an option to specify how an address is forwarded.

If that's not an option I guess I can push the user to submit a Hesk form. But how do you do that?

Thanks

Simon

[clemencello]

Scrap those last questions. I'll point the users straight to the Hesk form, customise it and purchase a copy as it does just what I need.

Thanks

Simon