Garbled HTML code confirmation email

flummoxed

Hi Guys, I have been using an old 1.14 version of OST for a couple of years without an issue and I thought I should upgrade to the latest version which I did without any issues. Im now on 1.17.

However, now, I have an issue. If a customer email comes in, the software picks it up and raises a ticket perfectly as expected.

The problem arises if I create a new ticket on behalf of a customer. When the email confirmation gets sent, the message is purely garbled HTML code, there is no readable text. See screenshot attached. I can send another message and it goes through fine.

Does anyone have any clues to help me?

Thanks,

Ross

KevinTheJedi

flummoxed

You need to configure SMTP.

Cheers.

flummoxed

KevinTheJedi I've done that otherwise the other messages wouldn't work. Surely?

KevinTheJedi

flummoxed

Nope, it uses Sendmail as a fallback if SMTP fails. Go save the email config and see if SMTP auth saves successfully.

Cheers.

flummoxed

KevinTheJedi I don't see anything wrong here?

KevinTheJedi

flummoxed

Okay, now send an email via the Diagnostics page and see if it's successful. Also, you will need to check your outgoing/alert email settings (Admin Panel > Emails > Settings) to make sure those are set properly. Also, you will need to check your alert/outgoing emails for each department to see if those are set correctly.

Cheers.

flummoxed

KevinTheJedi yeah that works fine but as I said... It only happens if I make the ticket manually. If the software did it from an email it works fine.

KevinTheJedi

flummoxed

That doesn't make much sense then, outgoing is outgoing. I would encourage you to check the other things I mentioned above:

Also, you will need to check your outgoing/alert email settings (Admin Panel > Emails > Settings) to make sure those are set properly. Also, you will need to check your alert/outgoing emails for each department to see if those are set correctly.

Cheers.

flummoxed

KevinTheJedi exactly! This is what is confusing me. If they create a ticket from an email it all seems to work fine. They get the ticket notice and so do I. If I create the ticket manually, I get the notice but the customer gets a garbled one but all subsequent emails work fine.

Eelko-LH

@flummoxed I think we might have the same problem (our problem)?

Just wondering... When you create the ticket manually, are there any images (attachments, signatures etc) included?

flummoxed

Eelko-LH hi, there's no attachments but there is the standard signature which is included in all messages.