PHPJunkyard support forum

Version of script: 2.0
Hosting company: electricembers.net
URL of phpinfo.php: http://www.top10mexicanrestaurants.com/info.php
What terms did you try when SEARCHING for a solution: customer replies notification consecutive multiple

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I love love love Hesk. Used the last version for years and loved it, and now I love 2.0. Thanks so much for all your work.

At this point, I'm mostly curious as to how Hesk is *designed* to work, with regard to customer replies and notification. I've noticed that if a customer replied to a staff posting, staff is notified. However, if the customer adds *another* reply--that is, a second, consecutive replay--to the same ticket, staff do not receive notification.

Is this by design, or is something not working properly in my configuration? And if it *is* by design, is there a setting or file I can edit to change the behavior? I'd like to be notified of *all* customer replies.

Thanks again. Heading over to make a donation right now!

You should get an e-mail every time the person replies, not just the first time (even on consecutive replies).

I would recommend testing it yourself like this (follow these steps exactly and don't leave any out!):

1. submit a ticket
2. check your (staff) mail, there should be a notification of the ticket
3. reply to the ticket from customer interface
4. check your (staff) mail, there should be a notification of a reply

You can then repeat steps 3-4 as often as you wish.

Thanks so much for the response...hopefully I can get this sorted out with your help.

The process you describe is pretty much what already happens, and it doesn't work that way (unless I'm misunderstanding something). I'll break it out a little more, in case I'm leaving out any important details. Note: I'm a one-person "staff," so I'm the only administrator, and I use the administrator account for all my communication.

Here's the standard process:

1. End user submits a ticket.
2. I get an email notification that there is a new ticket.
3. I click the link in the email notification, and am prompted to login. I do so, logging in as administrator, and add a reply.
4. End user is notified that I have responded to the ticket. End user clicks link, adds reply.
5. I get an email notification that there has been a reply.
6. I click the link in the email notification, and am prompted to login. I do so, logging in as administrator, and add a reply.

...and so on. That's all great. My point of confusion is this (continuing from the above steps):

7. End user is notified that I have responded to the ticket. End user clicks link, adds reply.
8. End user decides to add *another* reply, right after the last one. S/he clicks the ticket link, logs in, and adds another reply.
9. I do *not* get an email notification.
10. End user calls me an leaves angry message for failing to respond to the latest question, or whatever.

Does that make sense? Am I missing something, or doing something wrong?

Thanks in advance for your help!

I did understand it this way the first time you posted.

You haven't been editing any files, have you? The thing is both times the user replies (the first and consequent time, basically a reply to his/her reply) the exact same code is used to save the reply and notify staff (in this case you) so if the notification is sent the first time there is no reason (within the code) why it shouldn't work for the consequent reply as well.

The only thing I can think of is that your host somehow blocks e-mails with duplicate content? Have you tried looking into your Spam/Junk/Bulk mail folder (if you have one)?

If you want you can create a Hesk administrator login for me (or normal staff, create a new test category and assign me to that category), send me the info in a private message and I will test it from here. It can take a while though, I might not have time today or tomorrow.

Haven't edited any files. It's a standard installation.

After your response, I went and set up a new category to test with, and ran some more tests. Things worked fine. So, at this point, I have to assume that the notification emails are being dispatched properly by the script, but that something is happening along the way to prevent them from reaching me (they're not being routed to my spam folder).

I'll post a new thread if I can isolate the problem back to Hesk, but I'm now guessing this is an email issue. Thanks for your responses.