Outgoing email for Dept email must match

doozek

I am not using email piping but using OSTicket online because of support staff in different geographic locations. I want to force customers to use the links in their ticket responses rather than reply to the email.

Given that, I changed the dept's outgoing email to a noreply email so they can't see the dept email. The no reply email is set up outside of OSTicket with an autoresponse msg telling them not to reply in the event they do. This no reply email has been added to OSTicket and enabled for ticket autoresponding.

But, now the customer does not get the new ticket response with ticket number. I have tried changing the dept outgoing email to the system email but customers still don't get emails. It only works when the dept outgoing email matches the dept's email.

What can I do about this, please?

ryanp

Have you disabled the autoresponses for the email address you're currently using in Admin Panel > Email > Email settings for email address you're using?

Cheers,

doozek

Have you disabled the autoresponses for the email address you're currently using in Admin Panel > Email > Email settings for email address you're using?
Cheers,

Yes, I have - forgot to mention that I disabled the autoreponse for the dept emails I'm testing - but not all because we're live. Been playing around with the SMTP settings, in case that is an issue. I've used the SMTP email settings of my local internet email provider, as well as the SMTP settings of the no reply email account which is on a separate webhosting acct. Makes no difference. Get the same SMTP errors as always have.

doozek

Thanks ryanp for taking the time to respond. It was in fact an SMTP issue. All emails are set up with their respective SMTP hosts.

ryanp

No problems mate. Playing too much with SMTP can be a dangerous game, keep it standard and you're generally fine.

The problem I see with osTicket in this respect is also a benfit, for an SMTP requiring username/password you must use the the SMTP for the incoming account.

On 1 hand, this stinks because if you're on an email provider that doesn't protect it's SMTP correctly you cannot use an alternative unless you move your entire domain and for some people moving 50 accounts is a pain.

On the other hand it is also good because SPF policies can be used plus other incoming policies (generally SPAM policies) from providers like GMail and Live.com shouldn't interfere too much with your users receiving their replies.

Have a good one.