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freescout-help-desk / freescout

FreeScout — Free self-hosted help desk & shared mailbox (Zendesk / Help Scout alternative)
https://freescout.net
GNU Affero General Public License v3.0
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Replies to tickets not shown in freescout when sent via Thunderbird/webmail #4021

Closed Sick-Andrew closed 1 month ago

Sick-Andrew commented 1 month ago

PHP version: 7.4 FreeScout version: 1.8.139 Database: MySQL Are you using CloudFlare: No

I set up FS on a shared hosting. Including a new email address for the helpdesk. When a ticket comes in to help@mydomain.com I can reply to it without problems from the FS dashboard. But if I do so from my email client (Thunderbird) or webmail (Roundcube), the reply is not shown in the dashboard. It kind of simply becomes a regular email conversation.

I also noticed that when a message comes in to help@mydomain.com and I open it in Thunderbird/Roundcube, Freescout does not get a hold of it. "Sent" folder is shown in the connection setting though and I was actually thinking FS would sync all involved messages into a ticket conversation.

freescout-helpdesk commented 1 month ago

We can't get what you are trying to say. Some screenshots or videos would be helpful.

Sick-Andrew commented 1 month ago

There is no screenshot or video I can take. I'm refering to the seamless email integration feature.

My helpdesk email is help@mydomain.com This is a mailbox I set up for Freescout and this mailbox can be accessed via webmail or IMAP (e.g. Thunderbird, Outlook).

My customer sends a request to help@mydomain.com. This message appears on Freescout as a ticket but also as a regular email in the "regular" Thunderbird mailbox too.

If I reply from Thunderbird to that message, the reply is not shown in Freescout. If I reply from Freescout dashboard a ticket conversation happens.

Maybe I'm not getting the seamless email integration feature. I thought I can either reply from my email client/webmail or via Freescout to continue the conversation and keep all messages in freescout. But that's not how it seems to work.

freescout-helpdesk commented 1 month ago

If I reply from Thunderbird to that message, the reply is not shown in Freescout.

You should not reply from Thunderbird. You reply only from FreeScout when using FreeScout.

Sick-Andrew commented 1 month ago

OK, can you please explain the "seamless email integration feature" to me? Because I feel I'm not getting the point then.

freescout-helpdesk commented 1 month ago

You work via FreeScout and it sends and receives emails via your email service.