How to set autoresponse for each submission?

[amj]

We have registration required for ticket submissions via our Support Center interface, but potential customers are able to send an email to the default customer support email without registration (registration in mail queque set to no) and without using the Support Center interface. This will generate a ticket and an autoresponse to sender, but only sends it the initial time. Each subsequent email the sender sends gets no response.

Shouldn't the auto response "Your ticket has been received, one of the staff members will review it and reply accordingly. Listed below are details of this ticket, Please make sure the Ticket ID remains in the subject at all times....etc" occur every time the sender sends an email?

Once a sender sends an email, his "account" appears in the Staff CP USERS list as unvalidated.

Is there a setting I am missing?
Thanks
amj

[Jamie Edwards]

Hi amj,

Yes it should - you need to lower the flood protection threshold which is defined in the Mail Parser section of Settings in the admincp. What is happening is that your users must be submitting subsequent new tickets within that threshold (circa 1800 seconds, if I recall correctly), and an auto responder is not being sent in the case of an e-mail loop.

[amj]

Thanks Jaime,
I found the Flood Protection settings in Tickets (not Mail Parser), but that seems to have done the trick. It was set to 12 hours!
Mahalo!
amj

[Jamie Edwards]

Excellent, glad to hear it is solved