Solved Customer email reply not propagated to ticket

[svermigo]

Hello,
I am running freshly installed V-1.1.0 (the zip package was saying v1.1.1).

I am able to create a ticket by sending an email to support@mydomain.com.
If the agent responds, an email is sent to the customer, no issue there.
If the customer replies from Gmail, the email gets converted as a customer reply and gets in the ticket.

But, if the customer is using a mailbox from a different provider (in our case email.cz / seznam.cz) the reply is not converted into a ticket.

Manual call of "php bin/console uvdesk:refresh-mailbox support@mydomain.com" is showing the email was received to the queue and parsed!? (the reply didn't appear in the ticket and even a new ticket is not created).

Do you have any suggestions? If you want, I believe we can reproduce it on your instance of UVDesk (I tried also the demo instance and it has the same behavior).

[Komal Sharma]

@svermigo

In this case, email fetching is not a problem but it may be a problem in email processing so you create a ticket from here.

Also, share your email id which you want to create a ticket from the customer side.

We will debug your email content.

[peopleinside]

@svermigo Thank you for your post, let's wait a reply from developers
@Komal-Sharma @vipin @Sanjeev

[peopleinside]

@svermigo in the maintime you wait a reply you can provide more info about your install:

PHP version used, UVdesk version used installed how? SSH, FTP from where?

As soon as possible a developer will reply to your topic.
Thank you!

[svermigo]

@peopleinside
I tried both php8.1 and php7.4, server running on ubuntu 22.04.
Installed from latest zip package, over ssh.

Right now I am on php7.4, but as I told you, the issue seems to be also reproducible on https://demo.uvdesk.com/ (I tried to rule out the possibility that the problem is related to the server configuration).

My current PHP configuration details are there: https://uvdesk.pajenicko.cz/phpinfo.php

[Komal Sharma]

@svermigo

In this case, email fetching is not a problem but it may be a problem in email processing so you create a ticket from here.

Also, share your email id which you want to create a ticket from the customer side.

We will debug your email content.