Hello, I need help. I recently changed to use a new (remote) SMTP server for outgoing messages (and that is the only change I made) and as soon as I did, all the links in the ticket emails are broken. My helpdesk URL is correct in settings and is:

https://support.MYDOMAIN.com/

however, all links in all the emails point to:

https://MYDOMAIN.com/9175802/c?p=236-CHARACTER-LONG-GOBBELDYGOOK-THAT-IS-PROBABLY-A-TOKEN-OF-SOME-SORT

This happens to all ticket emails: for both users and agents.

I have no idea what's going on as literally the only change I made was to change the outgoing SMTP server information. I verified the email templates are using the correct variables such as %{recipient.ticket_link}.

Please help!

  • KevinTheJedi replied to this.

  • Lanbo

    It sounds like the sending/receiving mailserver is messing with the links. osTicket simply uses the Helpdesk URL and then tacks on whatever it needs to the end of that. So if your Helpdesk URL is correct and the templates are all standard and have nothing added to them then this issue is outside the helpdesk.

    Cheers.

      Lanbo

      It sounds like the sending/receiving mailserver is messing with the links. osTicket simply uses the Helpdesk URL and then tacks on whatever it needs to the end of that. So if your Helpdesk URL is correct and the templates are all standard and have nothing added to them then this issue is outside the helpdesk.

      Cheers.

          KevinTheJedi Thank you. I wasn't aware of it, but this new SMTP service uses click tracking which was enabled but not setup correctly. That is exactly what was happening. It was changing the link, which would have been fine if it was setup correctly. All is working now that it is set correctly. Thank you for pointing me in the right direction.

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