Email response not posting to case/ticket

Matt Wilson shared this question 2 years ago
Answered

We have setup the automatic email reply so that when an update is made to a users question. However when the user responds to the email via email, the response is not being posted to the original ticket? I have searched the forum and found the following page https://help.useresponse.com/knowledge-base/article/mailboxes-notifications-tickets-replies it doesn't answer my question about where I might have missed a setup step though. Any help would be greatly appreciated.

thanks,


Matt

Comments (6)

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Hello Matt,

Please make sure you are using the latest version 3.4.2 if self-hosted package.

Also do you have email setup correctly in Administration -Mailing.

If both things are done, you can email us to support@useresponse.com with ftp account and we'll review the issue

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We have reviewed your self-hosted instance and identified that you didn't have Help Desk module activated.


In order to get tickets or replies to them or replies to topic via email, you need to have Help Desk module in the self-hosted package. Cloud users get it by default.

We have activated help desk module for you, and now you need to set up incoming mailbox and set up Scheduled Jobs - Frequently in order for the system to check incoming mailbox.

How to set up mailboxes in self-hosted package you can find in the link that you've posted.

Once it's done, all replies to tickets and topics would be logged as comments in the system.

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Thank you Stas and team for the help. This is now working. We would like to remove the submit ticket tab from showing on the font page as we won’t be using this functionality for the time being. Do I need to do this in the theme or in the code?

Thanks again,

Matt

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Done.

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Thank you Stas,

Can I ask what was done and will I need to do this with the next upgrade?

Thanks,

Matt

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We've just switched on Help Desk module and in Administration - Interface - Home Screen in Topics filter widget switched off - Display Ticket setting. No need for anything to change with the next upgrade.

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