Hello everyone, I have a doubt about the "email to ticket" feature.
When a customer sends an email and the ticket opens, I expect them to receive a confirmation email, but that doesn't happen.
I searched through the various settings but found nothing about it, where am I wrong?
Thanks for any support
Email to customer when ticket is opened
Moderator: mkoch227
Re: Email to customer when ticket is opened
Hesk indeed does send an email when a new ticket is opened (unless you turned that off in Hesk admin panel > Settings > Email > Notify customers when)
https://www.hesk.com/knowledgebase/?article=94
If some emails arrive from Hesk but others don't, it's likely a spam filter issue. See here (also note the "Pro tip: how can you quickly test the quality of your emails?" box):
https://www.hesk.com/knowledgebase/index.php?article=99
If no emails arrive at all (not even from other functions), refer to
https://www.hesk.com/knowledgebase/index.php?article=25
https://www.hesk.com/knowledgebase/?article=94
If some emails arrive from Hesk but others don't, it's likely a spam filter issue. See here (also note the "Pro tip: how can you quickly test the quality of your emails?" box):
https://www.hesk.com/knowledgebase/index.php?article=99
If no emails arrive at all (not even from other functions), refer to
https://www.hesk.com/knowledgebase/index.php?article=25
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