Emailing HESK via Address book not creating a ticket

[JHenckel]

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Hello Everyone,

I was wondering if anyone has a solution for a problem we are experiencing. Our organization has been using HESK for a little bit now, and I have come to realize the following issue. We use Outlook for users email, and if someone uses the address book to look up and email HESK, It WILL email HESK, but WILL NOT create a ticket for the email. On the other hand, if a user types in the HESK email, than send the email, HESK will get the email, and create a ticket for it.
The odd part is that the email listed in the address book is the same as the email users have to type in.
If anyone has idea's or a solution, please let us know.
Thank you

-Jake

[Klemen]

That doesn't make sense. As long as Outlook send the email to Hesk (via POP3 or IMAP), it will process it.

Try this:
1. enable Debug mode in Admin > Settings > Help desk under Features
2. send an email via address book
3. manually open hesk_imap.php (or hesk_pop3.php, whichever you use) in your browser
4. what does the output say?

When testing, also note that each test email must be unique (unique content) or it will be discarded as a "duplicate" by Hesk.

[JHenckel]

After putting Hesk in Debug mode and turning it off, everything seemed to work. I have monitored it for a while now and everything is working properly. Maybe just a weird failure? But, thank you for the assistance it is appreciated.