Problem sending AOL emails through supportsuite

[anythinggi]

Hello,

I'm having a big problem with SupportSuite hosted.

We can not send emails to AOL and don't know how to fix it. A large percentage of our customers are AOL customers and this poses a big problem.

It did not happen to me in the past on the old Kayako Esupport - in fact, I still have the V2 esupport and it sends aol emails perfectly (let me know if you want urls to both my new and old. I have them setup both the same way.

The new SupportSuite gives me error message with this link:
http://postmaster.info.aol.com/errors/421dnsnr.html

Please Varun, please look into this.

Thanks,

Michael

[netFusion]

That error implies that the mail server sending your emails does not have a valid reverse DNS entry setup that points back to the mail servers name. I'm not certain how the hosted version works with the mail server setup. Is it using your mail server to send out the emails or does it use Kayako's email server?

If it is your mail server, then you need to know if you control your reverse DNS zone or not. Most likely not if you have anything less than a full class C subnet allocated to you. In which case, you will need to contact your ISP and ask them to setup a Reverse DNS entry for your mail server's IP address that resolves to your mail servers fully qualified DNS name. (i.e. mail.yourdomain.com)

If, on the other hand, the hosted SupportSuite uses Kayako's mail server to send out, then Varun will need to do the same for his ISP. This would also be affecting everyone that has a hosted account with Kayako as they will all be using the same mail server from Kayako...

Eddie

[mark8687]

This has been affecting me - a hosted customer - for months. I contacted Support about it months ago but nothing was done about it. The email is sent through Kayako's servers on the hosted option so there is nothing that can be done from our end (as far as I'm aware).

Aren't there other hosted customers on this board? If so, do you ever check to see if your emails to AOL customers are being received? I would bet that they are not.

I actually have to stop what I'm doing when answering an AOL email - and we get a lot - cut and paste everything outside of SupportSuite and answer it through Microsoft Outlook. It would be comical if I wasn't also paying for this level of service.

[anythinggi]

You have no idea how much this is hurting our business and taking up our time.

The funny thing is the old system didn't have the problem (and still doesn't - it sends to AOL perfectly) - It's almost as if my upgrade to a newer system is a downgrade?? I mean, I do love using the new support and it's robust new features -- but this is really a thorn for me.

Michael

[seanb]

We got this too. Fortunately I managed to figure out a solution.

In the admin Section (http://yourcompany.helpserve.com/admin),
- click into "settings"
- click into "CPU Optimization & Server Settings"
- Go to the bottom of this page.
- There's an option to enter your own SMTP settings.
- Make sure "Enable SMTP" is set to yes,
- Enter your other SMTP server settings as provided by your website host.

We're using 1&1 to send the emails and they appear to be getting through to AOL users fine.

[Varun Shoor]

Excellent, Glad to know that you managed to resolve the issue and thanks for sharing the how to.

Regards,

Varun Shoor

[mark8687]

Thanks for this solution; it's a lifesaver. I guess you might have thought that when many months have gone by with Support Suite unable to get into a major ISP, it might have resolved the problem itself on behalf of its paying customers. Or at least informed us of this simple fix. But I guess they have more important objectives than giving people what they are paying for.