Support

I have all of the features of the Akeeba Ticket System Pro working EXCEPT when I use the reply by email feature.

STEPS TO REPRODUCE:
1. User submits a ticket to [email protected]
2. Cron job runs every 5 minutes successfully and processes the tickets as stated.
3. I have the System - Akeeba Ticket System reply by email DISABLED.
4. I as the administrator reply to the ticket to gain more information from the submitter of the original ticket.
5. Original submitter of the ticket receives a reply. The email states to reply above the line with a reply. This is done and the email is sent back. Using Gmail as the email program for this.
6. The reply never shows us in the ticket system as part of the conversation.

Is there a setting somewhere for this to work? Can replies only happen on the website interface and not through email? Like I said, I have the entire program working as stated except for the conversation replies in via email.

Thank you for your time.

Just as a followup I do the REPLY BY EMAIL selected as well as CREATE TICKET BY EMAIL. I noticed a developer version 1.6.2. I have not tested that as of yet.

Attached is the REPLY BY EMAIL settings.

Okay, now I am confused. I figured out why this is happening. The emails are being sent out SMTP from the settings in the Global Configuration under Server which happens to be [email protected].

Where in the Ticket System do I change the SMTP settings or the FROM address which was [email protected] that overrides the Global Configuration?

This would solve the issue.

Thanks

I understand the Joomla standard. Please explain to me how there can be a feature of REPLY BY EMAIL if we can set up multiple email accounts for various departments to handle support tickets and the system will track the conversation, BUT all replies from the software are coming from one email account. Unless the ticket submtter re-enters the support email address the replies are lost.

The REPLY BY EMAIL system you market as a feature cannot keep track of the conversations cannot work without the ability of the ticket submitter to simply hit 'REPLY' and 'TYPE ABOVE THIS LINE'.

What is the solution for this to make it work? I cannot find anything in the documentation as a warning or info box stating that replies from customers will be going directly to the email address setup in the Joomla configuration.