staff not recieving reply

edsa · Post by **edsa** » Fri Feb 27, 2009 9:15 am

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Hi

We have recently changed hosting for our website, but we have kept our original host for HESK. Since the change staff can submit support tickets fine, but when support staff send a reply the staff member does not recieve a reply. Is there a quick fix for this? I have tried changing some parameters in the hesk_settings.inc.php file, but this has not fixed the problem.

I would be grateful for any assistance before I try to reinstall HESK.

ta

Eddie

Post by **Klemen** » Fri Feb 27, 2009 5:32 pm

Staff doesn't receive a response when some other staff replies, only the customer receives it. Staff only receives an e-mail when the CUSTOMER posts a reply.

edsa · Post by **edsa** » Mon Mar 02, 2009 8:48 am

Thanks for the reply klemen

I should have been more clear with my post. I should have said that when support staff recieve a ticket and update the ticket. The customer does not recieve a reply to their email account that they enter into the details of the ticket. This means that the customer is wondering if we have responded to the ticket or not.

ta

Eddie

Post by **Klemen** » Mon Mar 02, 2009 6:57 pm

In that case it's possible your host only allows sending mail from PHP to local domains (domains hosted on your server), you will need to check with your host.