Many email replies to the tickets are not turning into ticket-replies

alichakery

Hello,

We noticed that when many of our customers reply to their tickets via email, the email reply does is not processed into a ticket-reply.

For example this is a sample reply:

Subj: Aw: Antwort: Antivirus Software [#SUP-849142]
Guten Morgen, danke das Sie mir helfen wollen.
Bestellnr.123456
Antivirus Pro 2020 | 3 Geräte - 1 Jahr
Es ist nur die Windows Firewall aktiv, alles andere wurde gelöscht.
Das erste mal das ich diese Softwar installiere.
MfG
customer

I have not set any email filters
Cronjob is working fine
This happens to 50% of the replies
There is no problem with tickets being opened via an email.

Your help is highly appreciated as this is really a frustrating issue. We are using OsTiclet to make our lives easier but now we have to always check the email manually to see if there is any new replies.

Thank you very much.

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

Environment details? (see Admin panel -> Dashboard -> Information)

How do you have email setup?

alichakery

Thank you for your reply.

I attached the screenshot from our osTicket info.

We are using SMTP of Mailgun to send our email and imap of our own server to read the email.
We are using the OS ticket back end to manage our tickets (no clients).
Customer's email is not banned
It happens to 50% of the customers
Checked the osTicket system logs and there is no error related to this (checked 3 pages and all are related to emails which we banned and not the emails in the question).

Stay safe 🙂

KevinTheJedi

@alichakery

You need to check the mail headers to ensure they have the appropriate references, etc.

Cheers.

alichakery

Thank you for the reply.

The problem probably goes back to the fact that we are using Mailgun.

alichakery

I checked the header of one of the tickets. Would you please mention if there is something missing in the header:

`To: "Mayer" <receiver@aon.at>

Content-Type: multipart/alternative;

boundary="=_1dc6fdd9395af94e606df5e010262e91"

MIME-Version: 1.0

From: "SerialCart Support" <support@support.de>

Subject: =?utf-8?Q?Support_Ticket_er=C3=B6ffnet_=5B=23SUP-4712040=5D?=

Date: Thu, 19 Nov 2020 17:48:02 +0000

Message-ID: <B=yp4e9-yn124-+QAAAHQEAAAyAgAAVqRe5bmO-support@support.de>

X-Mailer: osTicket Mailer

Return-Path: support@support.de

Precedence: auto_reply

X-Autoreply: yes

X-Auto-Response-Suppress: DR, RN, OOF, AutoReply

Auto-Submitted: auto-replied

In-Reply-To: <bTmmnJ4xHKnktFIo51ezJ7Jw4SWqYteYks2t11I@support.serialcart.com>

References: <bTmmnJ4xHKnktFIo51ezJ7Jw4SWqYteYks2t11I@support.serialcart.com>`

alichakery

This is an another full header of an email which osTicket has missed:

some info:
We set a forwarder as osTicket has been removing these emails from the inbox of our support email. The email which we are forwarding to is secondmail@domain2.com (in below instance).

X-Ums: email Envelope-To: support@site.com X-Id: ECEeQvZBghjfBL-+4eZbqcdhtGjKwqpHBpEIXtZuiQOJHc15wSUARn35D+AYaxugqh@t-dialin.net X-Msmail-Priority: normal X-Toi-Expurgateid: 150726::16060364535-0000F1CF-3BF60E9C/0/0 CLEAN NORMAL X-Dkim-Status: pass [(site.de) - 141.293.31.11] X-Spam-Score: -1.9 (-) Delivered-To: **user-secondmail@domain2.com** <B=yp4e9-yaPXN-AAAAAIAEAAA0AgAATctbKiYj-support@site.de> Return-Path: <bounce+8120a4.59b2e-**support@site.de>** Mime-Version: 1.0 X-Virus-Scanned: Clear (ClamAV 0.102.4/25925/Sat Nov 21 13:15:29 2020) X-Toi-Msgid: 87ba629d-4097-49ba-61be-1699d1148893 X-Priority: 3 X-Envelope-From: <sender@t-online.de> Delivery-Date: Sun, 22 Nov 2020 10:49:24 +0100 Dkim-Signature: a=rsa-sha256; v=1; c=relaxed/relaxed; d=site.de; q=dns/txt; s=pic; t=1606238560; h=Content-Type: MIME-Version: Subject: References: In-Reply-To: Message-ID: To: Reply-To: Sender: From: Date; bh=pAboJVUdZfmhURdvdOaQ/MfH1SZ3tC7GBp00r5NRha8=; b=bBQoN4QUx7ufiVMoOkPVUdcQdcgodXs0zQ9aS3oBHj1Pc6as1AMLh4nxkQgnnE89pa6qMPnK 4aXvs9mSh+pI48dwDi6dcfInuhg5tQPBfaVniSLdSEe437kMQgaqD8REhY0ceR45saUhcuSp oh2gCovgazkPydbFYZ4eRJWLKS5zjKlyrsoL+xknwjWSkw54dNHGysE8RTou8Cndt6EHegHx J6dHXETtURwDfm9DbWNgijxumidd88FLI4r0ALT/Lm3Yomw/qATlgYrjxJqUScB+qiRaMRbV 27yfNJIaunxBR3qBoCVEaSd2CQwsw7yBstQydH5Fy3Rw2qwRejRZlw== <1606038535739.2932704.566d96704b920dfeb9d1ce6e1a1882e62fa5a9fd@spica.telekom.de> Sender: ps <sender@t-online.de> <B=yp4e9-yaPXN-AAAAAVAEAAA0AgAATctbKiYj-support@site.de> Importance: normal Content-Type: multipart/alternative; boundary="----=_Part_363938_1520354798.1608038535893" X-Mailgun-Incoming: Yes X-Mailgun-Sending-Ip: 141.53.42.11 Received: from www.your-server.de by www.your-server.de with LMTP id aX+GKyg0ul9SIQAAgVavdA (envelope-from <bounce+812ga4.59b2e-secondmail=domain2.com@site.de>); Sun, 22 Nov 2020 10:49:24 +0100 Received: from m31-13.eu.mailgun.net ([141.53.42.11]) by www.your-server.de with esmtps (TLSv1.3:TLS_AES_256_GCM_SHA384:256) (Exim 4.92.3) (envelope-from <bounce+8220a4.51b2e-it=aioex.com@serialcart.de>) id 1kglzo-0002DM-Bf for it@aioex.com; Sun, 22 Nov 2020 10:49:24 +0100 Received: from mailout03.t-online.de (mailout03.t-online.de [194.22.124.81]) by mxa.mailgun.org with ESMTP id 5fba3223.7f50eda46eb0-smtp-in-n01; Sun, 22 Nov 2020 09:49:07 -0000 (UTC) Received: from fwd23.aul.t-online.de (fwd23.aul.t-online.de [172.23.24.144]) by mailout03.t-online.de (Postfix) with SMTP id 85A254235CC5 for <support@site.de>; Sun, 22 Nov 2020 10:49:05 +0100 (CET) Received: from spica12.aul.t-online.de (ECEeQvZBfhjfBL-+4eZbqcdhtfjKwqDHBpEIXtZuiQOJfHc15wSUARn35D+AYaxuffh@[172.80.142.111]) by fwd33.aul.t-online.de with esmtp id 1kfzL-2JWQdf4; Sun, 22 Nov 2020 10:48:55 +0100 Received: from 93.242.141.2:39539 by cmpweb24.aul.t-online.de with HTTP/1.1 (Lisa V6-3-2-0.0 on API V5-31-0-3); Sun, 22 Nov 20 10:48:55 +0100 Received: from 172.23.24.144:54664 by spica12.aul.t-online.de:8080; Sun, 22 Nov 2020 10:48:55 +0100 (CET)

Your help is extremely appreciated. We are really happy with osTicket and we really do not want to switch to an another solution. But this issue makes it impossible for us to be able to manage our support.

This issue happens to 50% of the users.

KevinTheJedi

@alichakery

Let me back up here. Are you saying that the replies from Users open a new ticket instead of threading through existing tickets, or they don't get added to the system at all?

Cheers.