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E-mail reply does not update ticket or send notifications to user

After upgrading to 4.8.19 we’ve noticed that if a tech or user responds to an e-mail about a ticket, that response is not noted in the ticket nor is a new outbound e-mail sent with the new information.

If we add the note directly to the ticket, things work fine.
e-mails are generated with the HelpSpot: New Request {13701} in the subject.

Things that make you go hmmmm…

This sounds like most likely an issue either with the reply-to address being set in the outgoing emails, or a problem with your mailbox checking process ( Is the reply to email address being set to a mailbox that is set up in HelpSpot?

yes - I’ve confirmed that the reply to e-mail address and the account e-mail address are the same.
I’ve also confirmed that e-mail sent to that address with no ticket number in the subject field will open a new ticket.
Things that make you go Hmmmm…