I got a problem replying to notification emails, replies not being sent to customer

[sniper]

Hello,

I am replying directly to the notification emails.

The reply gets updated in the ticket (when viewed in the admin area)

but the NEW REPLY (my reply) no longer gets automatically emailed to the original replier? It is in the ticket when viewed in the admin, but no extra emails are sent out.

What happened? Can someone help?

[sniper]

I finally found out the problem after a lot of testing, this seems to be a common problem, so here is the fix.

In the control panel, under TICKETS

make sure

Check the Message-ID for Staff Replies
SupportSuite can check the In-Reply-To header to confirm the identity of the Staff replying to an Alert Rule. This adds an extra layer of security and makes sure the replier is a valid Staff. However, it requires that the end mailing client sends the In-Reply-To header which right now is not supported by all clients (Including Popular Wireless Handheld Clients).

is not ON. This will also prevent replies from working when replying from GMAIL and some other email sources.