Issues with replies importing to agent on ticket system

dschunk27

Hello,
I am having issues with seeing replies from a user replying to the support email address on their Outlook and seeing it arrive as ticket reply on the portal. The environment is O365, one support email address. I have tested the SMTP settings work. Users are able to open a ticket. Once a ticket is opened - the user receives an email and I get notified of the new ticket. When I reply from the agent portal, the user gets the reply. BUT, when the user replies to the email from the portal, it does not show up. Please assist!

KevinTheJedi

dschunk27

You will need to provide screenshots to further explain cause I'm not exactly following.

Cheers.

dschunk27

KevinTheJedi Sorry. Let me see if I can explain the problem in one sentence: When a user outside replies via email to the ticket that was created, INSIDE the portal the agent can NOT see the response. Make sense?

dschunk27

KevinTheJedi I have confirmed by IMAP/SMTP settings are correct. My admin email is listed as the only agent which all notifications should go to. The support address is Support@ my domain. That is attached to all replies from dept/agent as well. Email fetch is on,1 minute. I do NOT have cron jobs scheduled...

dschunk27

CRON job worked pulling emails sent to Support@. However, when you reply to a ticket (one with the ticket # as the subject) the replies do not import for some reason...

KevinTheJedi

dschunk27

They should be creating new tickets or being attached to existing tickets. You can wait for them to be fetched and they should create new tickets or be attached to existing tickets.

Cheers.