LiveResponce offline message not forwarded to email?

[srv]

Hello,
Im having some trouble with LiveResponce. When it is offline the user is prompted to leave a message - great. However i am not receiving this message via email. Why could this be?

In the admin panel under Settings-> Live Support i have email forwarding set to "Yes" and my email address set correctly in the box underneath.

What could be the issue here?

Regards.

[craigbrass]

What version are you running?

Also, are you sure the email address you provided isn't a one that is being piped into Kayako and these offline messages are actually getting created as tickets?

[supportskins]

Make sure your mail server is correctly configured. You can also try setting the SMTP details under:
Admin CP > Settings > CPU Optimization & Server

if the issue persist

[srv]

Craig,
Im using: 3.11.01. Defo not being created as tickets.

Hear from you soon.

[craigbrass]

Try Hiren (SupportSkins)' suggestion above ^

[srv]

HI Craig / Hiren,
I changed the email address to one of the helpdesk email ques, and the message didn't pipe to the que.

I have just configured the SMTP and it still does not seem to work. Is there any test i can do to see if it is able to connect with the SMTP server?

Regards.

[supportskins]

If you want to pipe the message as a ticket then you need to make sure that you have set the forward email address as the email which is set as an email queue in the helpdesk and has been correctly piped into the system. For instance, if you have set the email address - support@domain.com in the helpdesk where an email sent to support@domain.com is converted into a support ticket, then it is this email address which you need to set as the email address to which the software should forward the left message to. I hope it makes sense.

[srv]

HI Hiren,
Thanks for your reply.

I think i understand what you mean, basically lets say that one of the ques in my helpdesk is "Software Support" the email linked to this que is softwaresupport@myhelpdesk.com Every email being sent to this address end up as a ticket in the helpdesk (this is definately working as i paid for the professional install service)

Under the "Live Support" tab in the admin section i have asked it to forward offline messages to softwaresupport@myhelpdesk.com but this does not happen.

They just seem to dis-appear..... Ive asked my server admin to have a look at it so hopefully he can shed some light on why this is not working.

IN the meantime is there no way i can view the offline messeages from the staff panel while im waiting for a fix?

Hear from you soon.

[srv]

HI There, This problem seems to have now been resolved after PHP was rebuilt with "mbstring" support.

Thanks for your help Hiren / Craig.

[supportskins]

Good to know the issue is resolved

[craigbrass]

Ah yes, another reason why a mbstring detector should be active on the admin / staff control panels.

Glad to know you got it sorted though.

[supportskins]

Originally Posted by craigbrass

Ah yes, another reason why a mbstring detector should be active on the admin / staff control panels.

I cannot agree more!

[jramirezSOS]

Live supports install, create my own staff, but does not appear as connected to my domain on Kayako,I have installed live soport in windows server 2003 and in windows xp, but the peroblema perch, is not the cause ...error A communication with the server has failed. Details: File not found. Is this the correct URL, or does the server support this application?
09/29/2008 15:00:32 An error occurred while attempting to communicate with the server (online 00:00:00):

thanks

[Jamie Edwards]

Originally Posted by jramirezSOS

Live supports install, create my own staff, but does not appear as connected to my domain on Kayako,I have installed live soport in windows server 2003 and in windows xp, but the peroblema perch, is not the cause ...error A communication with the server has failed. Details: File not found. Is this the correct URL, or does the server support this application?
09/29/2008 15:00:32 An error occurred while attempting to communicate with the server (online 00:00:00):

thanks

Where have you installed SupportSuite? Have you submitted a support ticket?