E-mail queue: no registration required NOT works

[fadrianoc]

i've an e-mail support@test.com
i've setup the e-mail queue to NOT needs registration, so that user can send directly e-mail at this e-mail address without needs to be registrated to esupport.

why
1) in esupport frontend panel user cannot select this department e-mail if not registered
2) if user send an e-mail directly to that address nothing happens (no parse e-mail) and i receive e-mail directly through my default e-mailer ?

i'm a bit confused !
one more question: using pop3 fetching i should be able to receive all the e-mail into my default e-mailer ? i should receive e-mail also at esupport, even if i've downloaded into my default e-mailer ?
why it does not happens ?

[Chris Boulton]

2) if user send an e-mail directly to that address nothing happens (no parse e-mail) and i receive e-mail directly through my default e-mailer ?

Have you configured the POP3 cron script to fetch the emails? I'm assuming that you're using the POP3 fetching - if that is the case you need to set up a scheduled task on the server to check the POP account every X minutes for new messages.

What is happening is your local email client is obviously fetching the emails before the cron script is running and your mail client is set to delete the messages after receiving them - thus they're no longer available for SupportSuite.

If you want instant delivery then you'll need to set up SupportSuite to use mail piping - which you can read more about in the user manual.

i'm a bit confused !
one more question: using pop3 fetching i should be able to receive all the e-mail into my default e-mailer ? i should receive e-mail also at esupport, even if i've downloaded into my default e-mailer ?
why it does not happens ?

If you wish to receive notification/copies of new tickets then you should create an alert which emails you the ticket when it is received by SupportSuite.

You should not be sharing your SupportSuite email with your mail client - SupportSuite deletes messages after they've been received so it doesn't download duplicates.

[fadrianoc]

thanks for the reply

1) yes, i've setup cron, but seems to 'accept' only e-mail coming from my esupport website (after user registration)
i've setup e-mail queue address to NOT registration requires, so why if i sent an e-mail directly from e-mailer is not received by esupport ?
2) how setup alert email ?
thanks, again

[Siora]

Like Chris said...check to see if your mail client that downloads the email is set to "leave a copy of the message on the server" on. If this is off, then your mail client is downloading the mail to your client (outlook for example) and takes it off the server therefore essuport has nothing to download.

Its either that or your cron is not setup correctly.

[fadrianoc]

i've setup the email to "leave a copy on the server".

the problem is elsewhere: if i send a message through my esupport website (and only if i'm a registered user) all goes ok !

if i send an email not through my esupport website, esupport not catch it, why ?
i've setup as said to receive email also from not registered user
what else i've to setup to receive email also from not registered user ?
thanks

[Siora]

Then the problem resides within your cron. You have not setup your cron correctly. If you manually run this link in your browser what happens:

http://mysupportdomain.com/cron/index.php?_t=parser

You should see a message indicating how many emails were parsed. Try sending another test message to your email queue and then running that link in your web browser to see what happens. Make sure you change the "mysupportdomain.com" part to your support location.