Hi, sorry am a little confused.
When a customer sends an email to create a ticket, the users are not sent a notification email that a new ticket has been received.
Do you mean that ITFlow technicians are not notified of the new ticket, or that the customer doesn't receive a confirmation email?
Initially I assumed you meant the customer, but then you go on to say they receive an automatic email (but that replies aren't added to tickets properly). For clarity here: there is currently no notification to technicians when new tickets are raised. We might add this. See here: https://forum.itflow.org/d/156-new-ticket-alerts/6
It sounds like you're reporting that when clients reply to the "A ticket regarding XYZ has been automatically created for you." emails, it doesn't get added to the ticket? I've tested this on my dev instance and all appears fine.
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A few things to check please:
- At Settings > Mail: do both sending and receiving tests pass?
- Do outbound emails actually send successfully?
- What happens to messages in the inbound ticket/support mailbox - are they moved to ITFlow_Processed or just left in the inbox? Are they read/unread/flagged?
- What does the subject line of ticket-related emails look like? Are the replies above the line?
- Do you see anything in your PHP/Apache/Cron error logs?
- What does the ITFlow audit log say (search "Email parser")