Email bounced when customer responded to support ticket.

[soapitup]

I got my first hosting client today and I needed to send them a message, so I did it via a support ticket. They said they recieved it but when they replied the email bounced, any Ideas why this happened and how I can resolve this problem?

 

Thanks.

[soapitup]

It's always the simplist thing It was an email address that I hadn't set up. so now customers can reply...

 

However now I have another problem, when a customer replies via thier members area, I get the reply in WHMCS, howver if they just reply to the email then It doesn't show up in whmcs, any Ideas on how can I solve this?

Edited March 10, 2010 by soapitup

[WHMCS John]

You need to setup email piping: http://wiki.whmcs.com/Email_Piping

[soapitup]

You need to setup email piping: http://wiki.whmcs.com/Email_Piping

 

Thank you John,

 

All set up and working

[knipper]

On this same note. I have 3 support departments set up, all with piping. When a customer opens a ticket, all seems to work well, as long as they respond via their WHMCS area.

 

So, I have piping set up, as well as a forward to a main e-mail address, so I can see tickets from there, too.

 

However, if the customer responds to the ticket via e-mail it bounces. But works OK from client area.

 

Here is a copy of a bounce. The account and domain have been changed for this example.

 

=================

This message was created automatically by mail delivery software.

 

A message that you sent could not be delivered to one or more of its

recipients. This is a permanent error. The following address(es) failed:

 

pipe to |/home/myaccount/public_html/clientarea/pipe/pipe.php

generated by clientsupport@myaccount.net

local delivery failed

 

------ This is a copy of the message, including all the headers. ------

 

Then is shows headers and other previous info.

=====================

 

Any suggestions?

[knipper]

While doing some testing after posting, I found that I did get the e-mail from the customer in my mailbox (Since messages also get forwarded there, too) , BUT the customer reply did not end up in WHMCS.

 

On this same note. I have 3 support departments set up, all with piping. When a customer opens a ticket, all seems to work well, as long as they respond via their WHMCS area.

 

So, I have piping set up, as well as a forward to a main e-mail address, so I can see tickets from there, too.

 

However, if the customer responds to the ticket via e-mail it bounces. But works OK from client area.

 

Here is a copy of a bounce. The account and domain have been changed for this example.

 

=================

This message was created automatically by mail delivery software.

 

A message that you sent could not be delivered to one or more of its

recipients. This is a permanent error. The following address(es) failed:

 

pipe to |/home/myaccount/public_html/clientarea/pipe/pipe.php

generated by clientsupport@myaccount.net

local delivery failed

 

------ This is a copy of the message, including all the headers. ------

 

Then is shows headers and other previous info.

=====================

 

Any suggestions?

[knipper]

And per the wiki, I have chmod pipe.php to 755, and also just FYI - I am using X3 theme, so I assume I can not try the alteratives shown. I may try to change the theme... and try an alternate.

 

While doing some testing after posting, I found that I did get the e-mail from the customer in my mailbox (Since messages also get forwarded there, too) , BUT the customer reply did not end up in WHMCS.

[knipper]

I think my problem was the chmod for the x3 theme. I was testing too rapidly, and had some typo's in my e-mail address while I was testing. A few minutes later I got the e-mail from my WHMCS, that a support ticket was not opened, as the address on file did not match a client.

 

That let me know it was now talking with WHMCS, so I corrected my e-mail address, and sent a response, and it did end up in whmcs, as well as my other forwarded account.

 

All is well. See what happens when you follow instructions!

 

And per the wiki, I have chmod pipe.php to 755, and also just FYI - I am using X3 theme, so I assume I can not try the alteratives shown. I may try to change the theme... and try an alternate.

[mikie]

Interesting conversation. Seemed one sided. Seems that the important questions asked around here are never answered by the mods. I wonder what the purpose of this forum really is. If we cant get answers whats the point of a forum. I know, i have posted tons of messages without a moderator reply, well barely.

[WHMCS John]

The forums are primarily for user-to-user support per the description, staff keep an eye out for bug reports and feature requests and will answer questions when they can. As always if you want a response from staff open a support ticket.