E-mail flow problems

[PaulMacFarlane]

Maybe is my fault but I'm having e-mail flow problems.
I have been on .80 and experienced these problems.
I recently upgraded to .90 and I still experience these problems.
And, it's making us look unresponsive.

1. If I get an e-mail on another account that should have gone to our support system, I create a New Ticket -> E-mail. Select the department, enter a subject and the customers e-mail address. Then I enter a message and click Send. The message NEVER reaches the customer.

2. Autoreply works randomly. I have Enable New Issue Autoresponder
on for all mail parsers. The system doesn't even create an entry that it autioresponded.

3. I used to receive a notification upon receipt of a new message. That seems random as well. (Usually the spam succeeds!)

I have NO rules setup....

- Does anyone have a step-by-step e-mail flow diagram?
- Any suggestions?

[PaulMacFarlane]

I guess the complaints I keep seeing about lack of support are true.
Too many people told me Kayako support sucks. I should have listened.

Too much time spent on new features when making the core system rock-solid should be the focus.

I can't afford to continue using something I can't get support on.

[supportskins]

I suppose you should try switching to SMTP under:
Admin CP > Settings > CPU Optimization & Server Settings > Enable SMTP
That should fix the issue. The issue seems to be with your MTA and not with the Kayako software.

[PaulMacFarlane]

I have always had that setting on. In re-reading the documentation I came to the conclusion that it should be off. Switching it off - all mail stopped - so I obviously switched it back on.

In my comment #2. The system isn't even generating an entry in history that it attempted to send or created a message to send out in autoresponse. That indicates to me that it's not even attempting to communicate with my MTA.

[supportskins]

Does your server error_log report any errors?