This website uses cookies. By clicking Accept, you consent to the use of cookies. Click Here to learn more about how we use cookies.
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
- Lansweeper Community
- Forums
- General Discussions
- 6.0.3 Beta Helpdesk Not sending email responses
Options
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Mute
- Printer Friendly Page
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎10-15-2015 04:30 AM
Started working with the helpdesk in 6.0.3 (Love it so far) but I am running into issues somewhere with the email setup.
I have the email account setup in the settings (A tester gmail account). The email account status shows green check marks under both incoming and outgoing servers. Looking in Gmail I see the _ignore and _archive folders the helpdesk created.Sending an email to that address creates a ticket successfully, Checking in Gmail shows the message moved to the _archive folder. However when adding a public note to the ticket, there does not seem to be a response email sent out. Error.log shows no error messages, gmail shows no sent messages... Just... nothing.
I have double and triple checked the email account settings, so I really feel like I'm probably just missing some check box somewhere to tell the helpdesk to actually SEND email responses or something similarly simple. Any suggestions? (Or at least suggestions for troubleshooting? There doesn't seem to be a way to send a test email from the helpdesk email account settings like there is for the email reports section, and again, I'm not seeing any errors in the error.log file either.)
I have the email account setup in the settings (A tester gmail account). The email account status shows green check marks under both incoming and outgoing servers. Looking in Gmail I see the _ignore and _archive folders the helpdesk created.Sending an email to that address creates a ticket successfully, Checking in Gmail shows the message moved to the _archive folder. However when adding a public note to the ticket, there does not seem to be a response email sent out. Error.log shows no error messages, gmail shows no sent messages... Just... nothing.
I have double and triple checked the email account settings, so I really feel like I'm probably just missing some check box somewhere to tell the helpdesk to actually SEND email responses or something similarly simple. Any suggestions? (Or at least suggestions for troubleshooting? There doesn't seem to be a way to send a test email from the helpdesk email account settings like there is for the email reports section, and again, I'm not seeing any errors in the error.log file either.)
Solved! Go to Solution.
Labels:
- Labels:
-
General Discussion
1 ACCEPTED SOLUTION
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-20-2016 02:22 PM
There are no known issues with outgoing email at this point. Anyone experiencing email issues, please make sure you are running the latest Lansweeper release first (6.0.0.22 at the moment) and double-check that the incoming and outgoing email checks are green under Configuration\E-mail Settings. If they are, if you are sending public replies and if the user who submitted the ticket is still not receiving the responses, please contact support@lansweeper.com so we can troubleshoot via email.
12 REPLIES 12
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎10-16-2015 04:20 PM
I sent this issue to them a few days ago and I got a reply back verifying that it is a known issue and will be resolved in the next beta release. Hopefully it's soon, this is a pretty big problem.
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎10-16-2015 11:00 AM
+1 with the same problem.
In the version 6.01 it's everything fine about mail configuration!
In the version 6.01 it's everything fine about mail configuration!
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎10-15-2015 08:44 AM
Please send all beta questions to support@lansweeper.com with "beta " in the subject.
New to Lansweeper?
Try Lansweeper For Free
Experience Lansweeper with your own data. Sign up now for a 14-day free trial.
Try Now
Related Content
- Bi-weekly Community Highlights ( September 11-22) in General Discussions
- LanSweeper Helpdesk: Duplicate tickets not sending email notifications in General Discussions
- Helpdesk Report - Send each agent an own report with an overview of "Related to this Agent" in Reports & Analytics
- Helpdesk: Prevent mails from being sent to users even if you are created as a user or in CC in General Discussions
- Helpdesk don't update from the mail inbox and don't send out any updates. in General Discussions
