Luis Posted July 26, 2022 Share Posted July 26, 2022 Hi. I'm trying to setup support departments. I created (or rather modified) the default general support department in order to test the system. I configured the an email alias to forward emails to this way: clients send support emails to info@[customdomain.tld] and it forwards to [email protected] (which is my upmind domain). I own my email server and have checked the logs, email is received and forwarded correctly but no ticket is created on the panel. I have a custom domain pointed to the service and remote SMTP server also set-up and working fine. The email is sent from a address that exists as a client. Would you help me check out what's happening? Thanks. Quote Link to comment Share on other sites More sharing options...
Luis Posted July 26, 2022 Author Share Posted July 26, 2022 I tried sending an email directly to [email protected], and it worked. But when trying email forwarding, it doesn't. Maybe I missed a configuration. Replying to the ticket didn't notify the client (via mail), though. I believe that action/trigger is configured. Quote Link to comment Share on other sites More sharing options...
Luis Posted July 26, 2022 Author Share Posted July 26, 2022 I was doing tests and I discovered what’s happening. I added a subdomain as my default domain in Upmind but ny support email forwarders are mailboxes for the main domain. So the solution I found was to add the main domain also as trusted, but not point it to Upmind. Emails started getting received and creating tickets No email notifications going out still though. 1 Quote Link to comment Share on other sites More sharing options...
Seb Posted July 26, 2022 Share Posted July 26, 2022 So the first issue you raised is basically that the domain needs to be trusted. It's to stop people forwarding random other emails and all the messages piping in. On email notifications, I think you should raise a ticket with us so we can check. Are they showing in the email history log? Quote Link to comment Share on other sites More sharing options...
Luis Posted July 26, 2022 Author Share Posted July 26, 2022 Te problems would be 1. opening a ticket by forwarding the email. I doesn’t work for me, only if I send it directly to the upmind domain. 2. not receiving notifications. How would I open a ticket? I’m not currently on a paid plan, since I’m thinking of migrating slowly, support tickets first. Quote Link to comment Share on other sites More sharing options...
Luis Posted July 26, 2022 Author Share Posted July 26, 2022 1 hour ago, Luis said: Te problems would be 1. opening a ticket by forwarding the email. I doesn’t work for me, only if I send it directly to the upmind domain. 2. not receiving notifications. How would I open a ticket? I’m not currently on a paid plan, since I’m thinking of migrating slowly, support tickets first. I figured it out, I will open a ticket Quote Link to comment Share on other sites More sharing options...
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