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Hi,
Running HESK 2.4.2 and we have it connected to our company support inbox. After moving this inbox however, to Office 365, the Assign to function makes the brower hang for a while, and afterwards displaying that Ticket was successfully assigned, but with a note that e-mail notification could not be sent. But the notification is indeed received in the inbox of user who got the ticket! Just the confirmation of this which is failing as it seems. Same goes for posting Reply on a ticket: brower hangs, error (note) is displayed, but email is still sent. Thus, all the steps are fulfilled, but always with this disturbing delay in the web browser while waiting.

Any ideas?

Regards
William

That error usually happens because of permission errors.

For example you connect to the SMTP server using "user1@domain.com" but the "From" email setting is something else (user2@domain.com) and the SMTP error gives a permission error (not allowed to send mail as user2 when you are logged in as user1).

You can try fixing this by setting the "From" email in HESK settings (settings page, "General" tab) to the same email address as the one you use to login to SMTP server (settings page, "Email" tab, SMTP username).

A delay will always be there if you use a third party SMTP server to send mail, because HESK needs to connect to the SMTP server every time it sends mail.

Hi, I've started to randomly get this message "Could not send email notifications". Is there a way to log the problems, so I can investigate this ?
Also, will HESK re-try sending mails that failed to be sent in the first place ?

thanks and regards!

PHP doesn't give a reason why mail() failed, so it can't be logged. Your (mail) server should have email delivery logs. And see my previous answer for things to check.

No, HESK does not resend mails, that is the job of the email software on the server.

Hi Klemen,
thank you for your fast response - as always.

The first thing I did was to check what you mentioned in the earlier post - the FROM email address is exactly the same as the main address for that mailbox.

I learned, I have a 1000 mails per hour limit on my SMTP - but I don't think HESK would send nearly as much as 1000 mails per hour considering my usage - is there a way to count the number of emails sent ?
EDIT: THAT'S NOT 1000 MAILS PER HOUR BUT 1000 RECIPIENTS per HOUR

As per your suggestion I am reviewing the SMTP logs to find any issues - will keep you posted.

thanks and regards

Are you using PHP mail() or SMTP server in HESK settings?

If SMTP Server try increasing the timeout and see if that helps.

Hi!
I'm using SMTP. After contacting mail admin (which is not easy as he's outsourced) it seems that the server has some limits on volume of messages sent per period of time - I've requested lifting the limit and this will hopefully resolve the issue.

If the limit was the issue - I will let you know.

thanks!