PHPJunkyard support forum

Script URL: http://www.lapiazzadelcastello.it/mailticket/
Version of script: 2.4.1
Hosting company: tophost
URL of phpinfo.php: /
URL of session_test.php: /
What terms did you try when SEARCHING for a solution: noreply and support email hesk

Write your message below:
Hi,
i have see a bad error in HESK.

I use the Ping function and i have set on no reply address the address noreply@mydomain.it and for support email support@mydomain.it

The message of new ticket receved it's not send from the address noreply@domain.it but from support@mydomain.it

I think the noreply address must be for the first message of ticket receved (notification to the user) and after, when the sistem send the reply notification where i have put the tah %%MESSAGE%% must be from support@mydomain.it address because if the user reply to the email the reply can't be delivered.

If you check the Piping instructions:
http://www.hesk.com/knowledgebase/?article=58

You will see that email piping *requires* that the "no reply" email address is *the same* as your piping (or pop3 fetching) address for piping to work properly.

My help desk is configured:

Support email: support@email.ext
no reply email: support@email.ext

and use the fetching mode

I have this problem:

New ticket is open by customer@email.ext there is no ticket number in the subject but only Ticket receved and the sender address is support@email.ext so customer receve a message with ticket receved subject but the customer@email.ext use another ticket system so it send automatically a reply message and a new ticket is created because the new ticket receved notification is sended by support@email.ext (and not noreply) and has not the ticket id in the subject so the system open another ticket.

Another ticked message receved is send.. and all start again.

A lot of ticket is opened in this way.

How can i fix this?

I have set the limit of opened ticket for user to 3 but i can see this automatic reply open a lot of ticket.

I think the solution is put in the email ticket receved the Ticked id so all reply is on the same ticket.. i don't know.

I wait your reply,
thank you

I have saw the file text.php for change the subject but i had see in the line 23 this text $hesklang['new_ticket_staff'] = '[#%%TRACK_ID%%] Nuovo ticket: %%SUBJECT%%

but the subject has not the track id on new ticket receved customer email.

Does it work fine if you use official English language instead of your translation?

yes it was a problem of italian tansaltion, now is solved becouse the italian translation is update and is fixxed too in your site. thanks. Sorry for the delay of my reply.