New to Hesk, replies to tickets

[cj-jacksys]

Hi

Does Hesk have a setting somewhere, that enables ticket replies in ebales as in, if we send a tivket reply it will send the customer the reply by email rather than the customer haveing to visit the ticket link to check?


Thanks

[Klemen]

You can add the message into the replies by editing email templates in Admin > Tools > Email templates.

%%MESSAGE%% tag will be replaced with the message. Some more info:
https://www.hesk.com/knowledgebase/?article=35

[cj-jacksys]

Ahhh Thank you very much.

Now to work out why emails are not IMAP fetching, no erros in Web UI in Hesk. ALl get connection success for inbound and outbound but new ticket never appears even though there is email waiting in the inbox.

This system is almost perfect if I can get this part to work.

[Klemen]

Did you actually run the IMAP fetching script after adjusting the settings?

You will find the complete step-by-step guide in the knowledgeable (you may want to search it before posting here as it's quicker):
https://www.hesk.com/knowledgebase/index.php?article=91

[cj-jacksys]

AHh thanks I did not realiz that is a script at the end.

Thanks that got it!