Delay when replying/closing tickets

[dpbarry]

Hi Folks..

Not sure if this is an issue with helpdesk or my hosting company and not sure how to determine which.

Basically I have the latest version of helpdesk and works great in this pandemic for students to post helpdesk queries whilst remote working but what I am noticing is a time lag when submitting tickets or replying to them. it can take up to 10-11 seconds for the submission of a ticket. When I reply to one, it's the same. The issue gets worse if I attempt to do multiple things such as merging tickets or marking multiple tickets as resolved etc. It can take up to 20 seconds for the task to happen.

I've only noticed this recently

One thing I did notice was a reference to a pagespeed-mod.com and not sure if this is an issue with caching. I managed to see the message appearing in my taskbar when I clicked on a submit button when replying to a ticket and it said 'waiting for pagespeed-mod.com' and stayed there for about 4-5 seconds before the paged moved

Any assistance greatly appreciated

Declan

[Klemen]

Let me guess - this happens only when you perform actions that result in emails being sent?

In this case, the delay is most likely caused by Hesk connecting to your external SMTP server every time to send emails and this takes some time.

The way around it is to use a local mail server (on localhost) where Hesk can queue emails to it quickly and then the mail server handles the queue in the back-end. We do this in Hesk Cloud for example by queuing all emails locally to Exim, which then sends queued emails independently of Hesk.

[dpbarry]

Hi Klemen

Thanks for getting back to me. Is that the same with with PHP mail() as I've tried it with both and getting the same result?

Is there a way of turning the mail bit off temporarily just to check if it is the email that is causing the issue. I don't Don't remember it happening before.

The problem with running a local mailserver though is that I log in from different computers in the school. Some are on one network and some are on a different network - both separate from each other as one is a managed network here in Northern Ireland (C2K) whilst the other is my own legacy network plus I also work from home at moment.

Regards

Declan

[Klemen]

It depends on the server setup, but PHP mail() should normally be pretty quick.

Try this:
1. go to Admin panel > Settings > Email
2. under "Notify customers when" uncheck "A support ticket is marked Resolved"
3. click "Save changes"
4. try closing a ticket and see if it happens instantly, or with the delay.

[dpbarry]

With 'A support ticket is marked Resolved' checked, it takes about 6 seconds but with it unchecked, more or less instantaneous

I also tried replying to a ticket I created in my name and when I reply, it takes about 6-8 seconds before it succeeds but, if I reply and tick the 'Don't send email notification of this reply to the customer', it is about 2-3 seconds

Declan

[Klemen]

This means the delay is indeed caused by sending emails.

[dpbarry]

Hmm!!

Never had this issue before. Wonder is it something to do with my hosting site. Going to check it using another hosting site to see do I get the same issue. I can live with it but might have to find another way around it if it starts to bug me.

Cheers

Declan

[dpbarry]

LOL!! Just discovered that either the latest update I applied or my hosting company has fixed the problem. No delay now in emails being sent.

Regards

Declan