Customer replies to Hesk emails not posting in Hesk

[cjsuccessteam]

Script URL: http://cjsuccessteam.net/support/
Version of script: 2.6.4
Hosting company: Leaseweb
URL of phpinfo.php: http://cjsuccessteam.net/support/php/phpinfo.php
URL of session_test.php: http://cjsuccessteam.net/support/php/session_test.php
What terms did you try when SEARCHING for a solution: replies OR customer reply OR email replies

Write your message below:
Using Hesk 2.6.4 (latest version), but after installing the update (from version 2.6.3) we no longer appear to be receiving customer replies to emails generated by Hesk for tickets. Not sure if this is just coincidence or not. We did recently turn on email piping and pop3 fetching, which "tests" ok, but to date no tickets have been generated that way. We did send test emails, but no tickets were created. We also personally tried creating a ticket, then replying to it by email, this also failed to work.

Here are images of several Settings tabs in Hesk (critical info is grayed out):
Settings - General Tab: http://dko.pw/img/sdimgx_General_2015-07-07.png
Settings - Help Desk Tab: http://dko.pw/img/sdimgx_HelpDesk_2015-07-07.png
Settings - Email Tab: http://dko.pw/img/sdimgx_Email_2015-07-07.png

As you can clearly see on the Email Tab image both SMTP and POP3 test successfully. The "From email" and POP3 email account are the same email account (as required). We've also applied the Security Check updates (suggested in the forum), just FYI. We would have tried turning off Email Piping and/or POP3 Fetching, but aren't those required to post customer replies via email?

Here's a current view of the webmail Inbox for the email account associate with Hesk:
http://dko.pw/img/sdimg_SquirrelMail_2015-07-07.png (none of these emails posted to Hesk)
and our current Hesk help desk home view:
http://dko.pw/img/sdimg_HeskHome_2015-07-07.png.

Customers are still able to manually update their tickets via the website and we have no problems with customers or staff creating tickets via the Hesk help desk website. So again, even though SMTP and POP3 test successfully, neither feature appears to be working, and customer email replies aren't posting in Hesk.

Does anyone have any ideas on how to resolve these problems? Thanks in advance, Ron.

[Klemen]

The 2.6.3 > 2.6.4 update changed just a small piece of code in admin login functionality, so it's a coincidence.

Did you setup a Cron job to call the pop3 script every 5 minutes and process the emails?

See step 7:
http://www.hesk.com/knowledgebase/knowl ... article=65

[cjsuccessteam]

Thanks, Klemen. I never saw those instructions before in Hesk. I completed the CHMOD on both the pipe and pop3 script files, added the forwarder in CPanel, and added the cron job. Replies and new emails now appear to be posting fine. Thanks again!

Ron

[Klemen]

You're welcome.

Just one thing: you need EITHER pop3 or piping.

Email piping is more difficult to setup on most servers, so you should disable it and remove the cron job for the hesk_pipe.php script.