Auto-response Filter Issue with contact Form from Shopify

djitavir

I have set up a new osTicket cloud account,
set up a dedicated gmail account for sending and receiving inquiries.

We have a shopify contact form which sends email to the above gmail account (support@ourcompany.com).
OsTicket fetches the email successfully but uses 'mailer@shopify.com' as the from so we used the Filter function and set the action to use 'Reply-To' field instead.

Now we can reply via osTicket to the correct customers email address but we have one issue.

The Customer will not receive the initial auto-response 'New Message Auto-response'.
We have checked the spam-folder but it's not there.

We tried adding another filter action to send email to 'reply-to' but it seems we can't add variables in the email field.

Can you please help resolve? I cannot find a permanent solution besides the API route which will require us to create a custom App in shopify.

Thank you.

ntozier

Unfortunately, you would need to contact the Support Team directly at https://supportsystem.com/contact-us doe supportsystem.com support.

In general though it sounds like you are trying to do the right thing by setting up a ticket filter.

You may also want to look into using a custom script for the shopify site to use the Ticket API to open a ticket. (note: I do not know anything about shopify so I do no know if that is possible.)
Alternatively if you can get the shopify script to use the actual from address instead to send the mail to your gmail account that would also alleviate the issue.

djitavir

_Thank for the reply,
I have contacted support.

If they can't resolved via the filter method, I will look into making a script in the Shopify ecosystem.

Hopefully someone will create a permanent solution it in the near future as it's the most popular e-commerce platform at the moment._