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    Solved Replies by email are not converted into tickets

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    • Ricsca
      Ricsca last edited by peopleinside

      If someone replies to the ticket via email, the reply does not appear in admin.
      How can I do?
      Thank you

      peopleinside 1 Reply Last reply Reply Quote 0
      • peopleinside
        peopleinside mod admin community specialist @Ricsca last edited by

        @ricsca For diagnose email fetching errors you can try to consult the following topic https://forums.uvdesk.com/topic/2006/not-create-the-ticket-from-email where will be showed the main reasons for email fetching / converting issues.

        UVdesk passionate | Community moderator | External consultant

        If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
        You can always get in touch also with the UVdesk team
        https://support.uvdesk.com/en/

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        • peopleinside
          peopleinside mod admin community specialist last edited by

          Be also sure to have configured correctly email.
          Host field should be compiled like the following example:

          Incoming Mail (IMAP) Server

          Transport: Select transport as Gmail, Yahoo or IMAP
          Host: Every email service has unique IMAP HOST like

          Gmail

          {imap.gmail.com:993/imap /ssl}INBOX
          

          Yahoo

          {imap.mail.yahoo.com:993/imap/ssl}INBOX
          

          https://www.uvdesk.com/en/blog/setup-mailbox-uvdesk-open-source-helpdesk/

          UVdesk passionate | Community moderator | External consultant

          If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
          You can always get in touch also with the UVdesk team
          https://support.uvdesk.com/en/

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          • Topic has been marked as solved  peopleinside peopleinside 
          • Ricsca
            Ricsca last edited by

            it does not work

            peopleinside 1 Reply Last reply Reply Quote 0
            • peopleinside
              peopleinside mod admin community specialist @Ricsca last edited by

              @ricsca your email provider must support a valid SSL certificate.
              Did you set the cronjob for fetch emails?

              What is the output of the cronjob run by SSH?
              Also I suggest always to use the cronjob and any SSH command related to UVdesk from the user SSH profile and not from root.

              If your cert is not valid you can try to add SSL exception: novalidate-cert (this is less good for security)

              {imap.mail.yahoo.com:993/imap/ssl/novalidate-cert}INBOX
              

              If the issue is not the certificate can be the cron job or the domain as explained in the linked discussion above.

              UVdesk passionate | Community moderator | External consultant

              If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
              You can always get in touch also with the UVdesk team
              https://support.uvdesk.com/en/

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