Problem with email

  • Resolved alexisfontana

    (@alexisfontana)


    5 years, 2 months ago

    Hello,

    For some time now, when a customer opens a ticket, I no longer receive an email. However, when I update a ticket, the customer receives an email.
    Moreover, I tested to see if it was my mailbox that was the problem and it is not the case.

    Can you tell me what can be done?

    Sincerely,

    The page I need help with: [log in to see the link]

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Author Yeison Baron

    (@yeisonbp)

    5 years, 2 months ago

    Hi @alexisfontana,

    We would need to check if you have an issue with the email delivery. Do you have a transactional email service Like Mailgun or SendGrid? These solutions improve the email deliverability and also have a log file that shows if emails are being generated and/or sent. You can read this documentation for the email deliverability:

    – https://getawesomesupport.com/documentation/awesome-support/email-notifications/

    Also, go to tickets – settings – emails tab and check that the ticket submission confirmation template is checked.

    Regards.

    Thread Starter alexisfontana

    (@alexisfontana)

    5 years, 2 months ago

    Hello,

    I don’t use tools like the ones you mentioned. However, I know that the WP sending server works because I just did a test of sending emails via the contact form of my site and I receive the email well on this same mailbox.

    I also checked in the extension and the box you asked me to check is checked.

    How do I proceed now to solve the problem?

    Sincerely,

    Plugin Author Yeison Baron

    (@yeisonbp)

    5 years, 2 months ago

    Hi @alexisfontana,

    It would be needed that you install Mailgun or SendGrid so that we can check in the log file if emails are being generated and/or sent. We ask for it for troubleshooting and even we mention it on the Terms and Conditions in the special cases section:

    – https://getawesomesupport.com/terms-conditions/

    Regards.

    Thread Starter alexisfontana

    (@alexisfontana)

    5 years, 2 months ago

    Hello,

    I don’t understand why, from one day to the next, when it was working well, it wouldn’t work anymore. While I still have the same volume of tickets.

    Do you have another solution rather than making me create yet another account?

    Sincerely,

    Plugin Author Yeison Baron

    (@yeisonbp)

    5 years, 2 months ago

    Hi @alexisfontana,

    Unfortunately without that it would be as if we were blind, as we don’t know if those specific emails are being generated and/or sent (we use Mailgun for delivering email notifications on our systems and check sometimes in the log file if emails were sent and delivered to the client, so we see it as a benefit).

    You can try deactivating other plugins one by one and switching to a default WP theme and check if there is any conflict that affect these settings.

    Regards.

    Thread Starter alexisfontana

    (@alexisfontana)

    5 years, 2 months ago

    Good evening,

    Strangely, this morning I received a reply to a ticket, which fell into the spam of my mailbox so the reception works while I did not change anything.

    Best regards,

    Plugin Author Yeison Baron

    (@yeisonbp)

    5 years, 2 months ago

    Hi @alexisfontana,

    Thanks for letting me know that you received the email notification. I will mark this as solve, but if this issue continues, please let me know.

    Regards.

Viewing 7 replies - 1 through 7 (of 7 total)

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