Email to Ticket Reply to CX [New Ticket#] Created.

tgifol

We noticed recently that when a ticket is created in the system via email, it does not send a confirmation to the client at all.

I think it is a very important feature to be added, giving customers some peace of mind that their message has been delivered and they dont have to call our support line repeatedly to ask about the email.

johnny

Totally agree, Ill get this implemented

johnny

Actually it does do this, Once a user that matches a contacts email under a client will get a reply back from the system stating a ticket was created

##- Please type your reply above this line -##

Hello, Mister Contact

Thank you for your email. A ticket regarding "I need help" has been automatically created for you.

Ticket: TCT-104
Subject: I need help
Status: Open

johnny

if the contact email does not exist under a client. They will get nothing back

tgifol

I used my personal email as a test and it did not send one out

johnny

is your personal email under a client contact?

tgifol

Yes. after looking it looks like the email sending is failing.

tgifol

sending a test email in settings works…..

johnny

Ticket emails work a little different they also need an IMAP connection because it needs to monitor the inbox for any incoming tickets

also settings > Tickets > Email Needs to match the SMTP email under settings > Mail

tgifol

Resolved based on your last comment. Thanks!

johnny

Super! =]

johnny

Actually I might change this up a bit. Its very confusing as it sits right now

Im gonna split the ticket emails into its own sub-section which will require both an SMTP and IMAP to use the same mailbox account for example support@

and for other System sending tasks it will just use separate SMTP account like noreply@