noreply@ on behalf of support@

[speakertone]

Hi,

Im using the latest version of Hesk, really good piece of software so far in our testing phase but we're hitting most likely a very easy fix.

We've got imap email piping working so in the email and general settings we're using the same address support@ourdomain.com, the imap test works and emails are flowing back and forwards.

However, the test customers receive them and all are being junked, this isnt just one customer, this is 3 different ones. We've noticed that all emails from hesk is noreply@ourdomain.com on the behalf of support@ourdomain.com

We can't work out why its not sending from support@

For us, our customers will only reply via email and not use the portal.

Also when an update email is sent to the customer to say we've responded, the email just has a link to view the ticket, is it feasible to have our reply on that update email send to them so they dont have to go via the link? Again our customers will hate having to click a link to view a ticket.

many thanks in advanced, definitely purchasing if the above can be resolved.

[Klemen]

What have you tried from the HESK emails are marked as SPAM article?

[speakertone]

Thanks for your reply, I altered to SMTP from Php mailer and that seems to have sorted it.

Is it feasible for the customer to get our reply in the actual email rather than hesk send a URL for the customer to click and then see our response and which they can reply too? I'm obviously missing something

[Klemen]

You can do that by modifying email templates in Admin panel > Tools > Email templates

Adding the %%MESSAGE%% tag to the email template will show the actual ticket/reply message.