customers don't receive the email ticket

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Hello,

I have the following problem, my customer don't receive the email ticket, i don't know why?

The ticket is correctly created, my staff receive the assigneted ticket but the customer receive no ticket.

Under my setting

Autoresponders (Global Setting)

This is global setting which can be disabled at department level.

New Ticket: Autoresponse includes the ticket ID required to check status of the ticket

Enable

New Ticket by Staff: Notice sent when staff creates a ticket on behalf of the user (Staff can disable)

Disable

New Message: Message appended to an existing ticket confirmation

Enable

Overlimit notice: Ticket denied notice sent only once on limit violation to the user.

Disable

Note: Admin gets alerts on ALL denials by default.

Alerts & Notices

Notices sent to user use 'No Reply Email' whereas alerts to staff use 'Alert Email' set above as FROM address respectively.

New Ticket Alert: Disable

Select recipients

Admin Email Department Manager Department Members (spammy)

New Message Alert: Disable

Select recipients

Last Respondent Assigned Staff Department Manager (spammy)

New Internal Note Alert: Disable

Select recipients

Last Respondent Assigned Staff Department Manager (spammy)

Overdue Ticket Alert: Disable

Admin Email gets an alert by default. Select additional recipients below

Assigned Staff Department Manager Department Members (spammy)

System Errors: Enabled errors are sent to admin email set above

System Errors SQL errors Excessive Login attempts

Thank you

xirnibor

try these settings-

Just in case anybody finds this thread and needs help, I did the following (substitute your website for "mysite.com" in the instructions below)

1) Click on the Emails tab, in the Admin Panel. (You should see the tabs

'Dashboard Settings Emails Help Topics Staff Departments' when in the Admin Panel.)

2) Click on the email address that you want to use to send email replied to customers. In my case it says

"Support"

3) Under "Login info (optional)" enter

Username: sales@mysite.com

Password: enter your email password

4) Under "SMTP settings (optional)" enter

SMTP host: smtp.fasthosts.co.uk (you will need to contact your hosting service's help desk if smtp.yourhost.co.uk or whatever, doesn't work)

SMTP port: 25

5) Click 'submit'.

worked for me at least. good luck

ntozier

Also please check your php.log and see if you are generating an error.

You can find where your php.log is being written by consulting your php.ini.

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I don't find php.log in php.ini

Maybe php.log is not enabled.

I have add these line in php.ini

error_log = /etc/php.log

display_errors = Off

Always the same problem, php.log is not create when a new ticket is send.

Why the ticket is always send to a staff and not to a customer?

DragonZone

Hello Friends .. did any one fix this issue ? i face it now and i'm sure that all of my settings is ok