Reply E-Mail is not sent to user

  • lichtsturz

    (@lichtsturz)


    1 year ago

    Hi there,

    we just integrated your plugin using E-Mail piping for 2 e-mail addresses.

    What works is the following:

    1. Ticket creation after user sends to 1 of the e-mail address via contact form or direct e-mail
    2. When auto-reply of WS Desk is enabled this auto-reply will reach this user on his e-mail address

    What does not work for us:

    1. When ticket is replied by any agent (either part of the 2 e-mail addresses of e-mail piping or different ones) this e-mail will not be sent or received by the user

      Any clue what to look for to solve this issue would be great. In the Support (Outgoing E-Mail) we just specified one of the Incoming E-Mail (IMAP).

      Thanks, Tom
    • This topic was modified 1 year ago by lichtsturz.
Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author ELEXtensions

    (@elextensions)

    Hi @lichtsturz,

    Thank you for getting in touch with us.

    Regarding the issue you’re experiencing, please review the following steps:

    1) Ensure that SMTP is set up correctly on your website.
    2) Check the email logs to see if the mail is being initiated from your site or not.
    3) Verify that you have added the outgoing email in the email settings of our plugin.

    Let us know if these steps help resolve the issue. If you need further assistance, please don’t hesitate to contact us again.

    Thread Starter lichtsturz

    (@lichtsturz)

    Thanks for the quick reply

    1. Do you mean SMTP in your plugin? There is only setting for incoming e-mail and this is done and working. Ticket creation via e-mail piping works. In case you mean setup SMTP in additional plugin like WP Mail SMTP please let me know. When we tested with WP Mail SMTP all tests from WP Mail SMTP are successful and delivered to the user. The main difference is that WP Mail SMTP uses SSL 465 Port (outgoing mails) whereas we could only define with your plugin SSL 993 (incoming mails) – Defining SSL port for outgoing mails was not possible. Even with WP Mail SMTP being active on top of your plugin – replies in the ticket system will not be delivered to the user. Auto-Reply when enabled works, though.
    2. E-Mail logs are all fine when tested with WP Mail SMTP – we could not find any other E-Mail logging tool, which will check the actions of your plugin. When you have one, just let us know please.
    3. The outgoing e-mail is defined. As said there are no settings like SSL Port 465 available there in your plugin. Both Auto-Email options are disabled as we want the user only to receive the agent reply.

      Thanks for your support.
    Thread Starter lichtsturz

    (@lichtsturz)

    Ok, we found it. This option must be enabled: https://i.imgur.com/QsC3TUY.png

    We found it by hovering over the “i” that his cannot be disabled otherwise there is no e-mail going to the client.

    Ticket solved. Thanks

Viewing 3 replies - 1 through 3 (of 3 total)
  • The topic ‘Reply E-Mail is not sent to user’ is closed to new replies.