Can't create ticket by email.

[rgstrdb]

Hi.
Creating ticket via email or contact forwm is not available. I can only create ticket via the system. I follow the guide where hesk provides but still same.
is it possible to get help without sharing information in public?



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[Klemen]

Which guide did you follow for the email ticket set up?

What step do you get stuck at?

What error message do you get?

[rgstrdb]

Hey Kleman

I follow this: https://www.hesk.com/knowledgebase/?article=48
All seems fine. I can open tickets via system. But creating ticket by email is not working or working too late like 13, 15 minutes after I send the email.

Sending you the screenshots of my settings. (hided ip etc cause of public)
https://drive.google.com/drive/folders/ ... sp=sharing

Which guide did you follow for the email ticket set up?

What step do you get stuck at?

What error message do you get?

[Klemen]

The settings seem fine and your IMAP test is successful.

So it is either that your Cron job isn't working properly or it takes very long for your mail server to receive emails (maybe the email server has "greylisting" set up).

You can try turning "Debug mode" on and manually running the hesk_imap.php in your browser to see the output of Hesk email check.

[rgstrdb]

Hey Klemen.

You were right. I talk to my hosting company live support after you mention the Cron Job, and this is what they found out:
It seems that the current cron job is set for hesk_pipe.php It's because I tried Mail Email Piping before I set up the IMAP fetch and Cronjob was left as it was for piping. Now mails are creating ticket but still too slow. It takes exact 5 minuts that systems creates the ticket when you try to do it with email... I was using HESK before, this is a new install in same hosting provider. I am just wondering if it's the natural time latency of IMAP fetching way. I wonder if Email Piping would work faster like 1 or 2 minutes max. Cause it was working in a minute before. Just can't remember how I set it in old one.

Do you have any suggession between Email piping and IMAP fetching? or any other settings to check?

The settings seem fine and your IMAP test is successful.

So it is either that your Cron job isn't working properly or it takes very long for your mail server to receive emails (maybe the email server has "greylisting" set up).

You can try turning "Debug mode" on and manually running the hesk_imap.php in your browser to see the output of Hesk email check.

[Klemen]

The cron job can be run every minute; ask your hosting company to reduce the cron job to every minute.

[rgstrdb]

Hey.
Here is their answer about CronJob timing:
It may be due to fetching cron, since it is ran once per 5 minutes. Please note that unfortunately, due to resource restrictions, it is not possible to run a cron with an interval less than 5 minutes.

After that I changed my settings to Email piping. Now it's faster than light... Thanks for your assistence...

Btw one more thing about it I am not sure if it's suitable to write it here udner that topic but I see this warning inside Misc settings:
Info: The date selection doesn't support PHP-style date formatting. Select one of the pre-configured options or click the icon below to see available display options.

Time shows correct on tickets... Shall I worry about that? or required any action?

thank you...

The cron job can be run every minute; ask your hosting company to reduce the cron job to every minute.

[Klemen]

That's a hosting provider-imposed limit then about the cron. Glad to hear that switching to piping works faster.

The "Date selection" notice is standard and nothing to worry about. It's just telling people not to use PHP-style date formatting options.