Jane

It turns out that we qualified for support from ZenDesk in this case as the issue we were having was considered a bug/limitation in the way ZenDesk was handling the messages originating from Contact Form 7. The ZenDesk support rep pinpointed the source of our problem immediately and offered a solution/workaround. I will post it here in case it will be helpful to others.

The “Message Body” template that we had was:

Name: [Name]
Email: [Email]
Phone: [Phone]
Company: [Company]
Website: [Website]

Subject: [Subject]

Message Body:

[Message]

—

The ZenDesk rep said that with the current code that parses the Contact Form 7 messages that the colons “:” in our template were causing the messages to be flagged as invalid and put in the Suspended state. He suggested that we replace the colon with another character such as a dash “-“. I did this, resulting in the following template and our problem was solved. The messages made there way into ZenDesk and were considered valid.

From – [Name]
Email – [Email]
Phone – [Phone]
Company – [Company]
Website – [Website]

Subject – [Subject]

Message Body –

[Message]

Hi Julie – Thanks for your reply! I did send one email to [email protected] and I think we received a reply that we didn’t qualify for Support. We are willing to pay for someone to help us solve this problem as we aren’t able to use ZenDesk the way we would like to at the moment. I have a few emails that made it into ZenDesk that weren’t able to be processed that were automatically sent to ZenDesk to process. I will attach one of these to my message to Support. Hoping for a solution soon!

One thing you might check is the “Email Routing” setting.

We solved this issue for our client by going into the “Mx Entry” tool in the cPanel, selecting the domain from the Domain dropdown, and selecting “Remote Mail Exchanger” for “Email Routing” and clicking “Change”.

We also added the Google server MX Records but that does not seem to be necessary as they should be set on the Google Apps side or the email wouldn’t be working. The most important part is setting “Remote” vs. “Local”.

Not sure if this will fix your issue, but it’s worth a try.

Good luck!

We’re having the same issue. I’ll let you know if we find a solution. cc’ing myself on this ticket in the meantime.

We solved this issue for our client by going into the “Mx Entry” tool in the cPanel, selecting the domain from the Domain dropdown, and selecting “Remote Mail Exchanger” and clicking “Change”.

We also added the Google server MX Records but that does not seem to be necessary as they should be set on the Google Apps side or the email wouldn’t be working. The most important part is setting “Remote” vs. “Local”.

Not sure if this will fix your issue, but it’s worth a try.

Good luck!

We solved this issue for our client by going into the “Mx Entry” tool in the cPanel, selecting the domain from the Domain dropdown, and selecting “Remote Mail Exchanger” and clicking “Change”.

We also added the Google server MX Records but that does not seem to be necessary as they should be set on the Google Apps side or the email wouldn’t be working. The most important part is setting “Remote” vs. “Local”.

Not sure if this will fix your issue, but it’s worth a try.

Good luck!

We’re also having this same problem with one of our clients. I’ll keep you posted if we figure out a solution.

Hi jlukasavige – Be sure that the “[your-email]” field is of type “email” (vs. “text”. It may also need to be a required field. Not sure about that.

Hi Michael. Thanks for your prompt reply and suggestion. We upgraded to PHP 5.4.45 and the Excel export works fine.

Moving this to resolved, as my original issue has a solution.

I think I figured it out. I had defined the “EmailAddress” field to be of type “text”, thinking that I didn’t want to be so strict with this field. When I update the type to “email”, i.e. “[email* EmailAddress]” in the form definition then the syntax error for the “Additional Headers” field “Reply-To: <[EmailAddress]>” goes away.

Good question re: Sender field. I added that as it was part of a solution that someone else posted. I have removed it now and the “Additional Headers” field just has:

Reply-To: <[EmailAddress]>

See updated snapshot at:
https://www.thecollaborative-staging.com/screenshots/pace-mail-screenshot-002.jpg

Maybe you have another idea?

I uploaded the snapshots to one of our servers. There is one for the “mail” tab and 3 for the “form” tab:

https://www.thecollaborative-staging.com/screenshots/pace-mail-screenshot.jpg

https://www.thecollaborative-staging.com/screenshots/pace-form-screenshot-001.jpg
https://www.thecollaborative-staging.com/screenshots/pace-form-screenshot-002.jpg

https://www.thecollaborative-staging.com/screenshots/pace-form-screenshot-003.jpg

Thanks for offering to help me troubleshoot this. I’m embarrassed to say that I don’t see how to attach a screenshot to my reply.

Or maybe I need to upload the screenshot to my site and provide you with the link?

Thanks in advance for your help with this.

Hi Darkavenger – Thanks for your suggestion. I tried it with the < > and I still get the syntax error. It’s very weird. On one site I have a similar field “Reply-To: [Email]” and it works just fine. I have also verified that “EmailAddress” is a valid field name.