customer is not able to reply via email

[bolom]

Hi

I have notice when the customer reply to a ticket via email, his response is not added to the ticket's history. It's normal?

thanks

[frenkel]

If you configure incoming email correctly, it should appear as reply. Does it appear as a seperate ticket?

[bolom]

we have setuped the incoming email, however when the customer reply via email, we don't see anything in brimir.

The email is sent directly to the agent's email

[maratgaliev]

Hey, we added brimir to /etc/aliases, and it works and create ticket, when we run from server console: echo "mail body here" | mail -s "mail subject here" brimir@mesbesoinsmoto.com After adding comments we got loop with emails from contact@brimir@mesbesoinsmoto.com

[frenkel]

You have to add your outgoing email address via the email address menu option at the top to prevent the loop. @bolom do you see anything in your email logs? What about the production.log of Brimir?

[maratgaliev]

@frenkel can you please explain some question and help me configure correct sending incoming/outgoing settings: 1) I have contact@domain.com setted up in my Sendgrid account 2) I have user with contact@domain.com email in my brimir installation 3) I don't have user with brimir@domain.com in my Sendgrid account 4) I didn't setup any entries in my outgoing emails menu 5) I have setup sendmail to work with Brimir with my contact@domain.com credentials 6) I have setup options in config: config.action_mailer.default_options = { from: 'contact@domain.com' }

Can you please advice what and how I need to setup to make in work?

Many thanks!

[bolom]

You have to add your outgoing email address via the email address menu option at the top to prevent the loop.

outgoing email and incoming should be the same?

[bolom]

@frenkel can you reopen the issue btw?

[frenkel]

Yes, outgoing email and incoming should be the same.