Email queue problems

Darren · Darren Using 3.00.27

Can any help with this...?

SupportSuite v3.00.27 (Owned License).

I have many departments setup and have assigned an email queue for each, with a dummy email address, but the From Address for all of these queues is set to our main support email address.

I have raised a new phone ticket as Open with a test email address.
The ticket is received fine at the test email address.
When I reply to this ticket via email, SupportSuite receives the ticket reply fine.

My problem occurs when the ticket status is not set to Open.
Raising a ticket as, say, Closed emails my test email address fine, but when I respond to it via email, the reply does not enter the system and is not attached to the ticket raised.

The only thing I can think of is that the email queue has the Ticket Status set to open.

I would like a ticket of ANY status to be able to be replied to by my customers, as we have several different Ticket Statuses setup in our system.

HELP!

Darren · Darren Using 3.00.27

BUMP!!

Anyone?

mmay · 27-03-2006, 05:13 PM

I'm not really following you, but first thing might be to upgrade to the latest stableb build, .32...

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Darren Offline Member Posts: 58 Join Date: Apr 2005	Bump! - 27-03-2006, 02:41 PM BUMP!! Anyone? Darren Using 3.00.27

mmay Offline Member Posts: 52 Join Date: Oct 2005	27-03-2006, 05:13 PM I'm not really following you, but first thing might be to upgrade to the latest stableb build, .32...