Problem with Admin Reply Ticket

[dbarry722]

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Hi Folks.

I'll update the above info when our managed service contractor give me access to my control panel to get the info.

Current issue: The program works fine apart from one small issue but only when using a particular email domain to log calls.

In Norther Ireland we have a managed service network called 'C2K'. Every teacher and pupil is allocated a username and it forms part of their email address which takes the form of something@c2kni.net or something@school.location.ni.sch.uk.

I have both hesk 2.2 and 2.3 installed on my web hosting server to serve the school that I work in and both appear to be working fine providing the customer doesn't use their allocated c2k email address which kind of defeats the purpose for me..

Currently in both versions I've noticed that they get an email informing them that the call has been logged but they don't receive admin_reply_ticket emails if I (or my colleague) respond to their logged query.

If they use an email address such as Yahoo etc to log a call they get all relevant emails - even the admin_reply_ticket email.

I don't want staff to use an alternative email because they constantly monitor their c2k email account for important info from the Principal, Head School, ME!! etc so,

How do I approach this one. Why is the admin_reply_ticket email being blocked or disappearing into the ether on the C2k domain but not on the likes of Yahoo.

I can't use SMTP on hesk due to the way our managed service network is set up hence using php mail. 99.5% of the email sent from the hesk system seems to arrvive at destination except the admin_reply_ticket email - if using c2k email addresses.

Obviously it is being block at the c2k domain but how do I explain that to them in term of what exactly the admin_reply_ticket.php page is doing so that somehow they can maybe whitelist emails coming from the hesk system.

Any help greatly appreciated. Is there a way I can modify the admin_reply_ticket.php page similar to that were the user gets email informing them that the call has been logged. Why get and email saying call has been logged but no reply email from me when I updaet call?

Regards

Declan

[Klemen]

The obvious problem is that C2K is tagging those email messages as SPAM and not delivering them. You could try contacting them and asking them to confirm the issue. Then they could add your "noreply" email into a whitelist to allow the notifications to go through without being falsely marked as SPAM.

Alternatively you could try modifying the wording of email subjects (in "language/en/text.php") and contents (in "emails/"). I would try rewriting email subjects and contents form the default ones into something unique and related to your service and test them hoping the C2K SPAM filter wouldn't tag modified emails as SPAM.

[dbarry722]

Cheers Klemen

I'll try the rewriting the email subject to see how goes.

Many thanks

Declan

[dbarry722]

Issue now sorted.

Rather than altering any of the code I spoke to our managed service contractors and they have added me into the 'grey' email filter thus emails are now flowing.

many thanks

Declan